End User Support Engineer

Job Summary

Employment Details

Position Title: End User Support Engineer

Work Sector : Banking - Oman

This position is open to Omani nationals only. Only Omani nationals with relevant experience may apply.

Contract Type: Fixed Contract (Yearly extendable)

Job Summary

The End User Support Engineer role is to provide high quality support to the Bank’s End Users IT, ensuring services are delivered in compliance to the established SLAs , responsible for the Support both remote and onsite assistance. Assist other teams across IT Departments.

Job Description

• Delivers high quality onsite and remote support to end user IT peripherals such as Network connectivity, Desktop/Laptops, Pinter/Fax, updating current infrastructure, Deploying new equipment etc.
• Fulfil service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions and request fulfilments in the Service Desk tool
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to hardware/application vendors in accordance with Service desk escalation processes.
• Basic troubleshooting on Endpoints, Network switches (Cisco, Fortinet) including VLAN configuration, Port state change, LAN connectivity (end users) etc.
• Endpoint Patch Management: Monitor, assess compliance requirements related to end user equipment, apply windows, security and application patches.
• Apply emergency software fixes / patch management in support of incident resolution
• Use tools and methodologies to load, copy and customize Operating System configurations for deployment
• Build, distribute and deploy golden images of desktop operating systems and applications.
• Install, upgrade, support and troubleshoot Windows desktop operating system, MAC and Microsoft Office (All Versions) and any other authorized desktop applications
• Install, upgrade, support and troubleshooting for Printers, Scanners, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• When the restoration is beyond the scope of the End user connectivity, computers, laptops, printers and any other authorized peripheral equipment, escalate the issue/problem to vendors and other departments and coordinate with team until the issue is resolved.
• Provide service on user data and application recovery and perform virus eradication.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Familiarize end users on basic software, hardware and peripheral device operation.
• Work with vendors to resolve technical issues within the desktop environment
• Work with other IT team members regarding new branch builds and upgrades
• Dealing with queries by following departmental procedures for fault resolution
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Assist in Asset inventory capture, Asset tracking, and inventory management
• Ensures that all activities comply with relevant ITIL Service Management and Project Lifecycle controls

Qualification and Education Requirements

• Graduate in Computer Science (Preferred)
• Graduate in Science with a Diploma or Certification in IT
• ITIL Foundation Certification (Preferred)
• Microsoft Certification, Ideally MCP or MCSE
• Network Certification (CCNA / Network+)

Skill

• Excellent technical knowledge of pcs and desktop hardware
• Knowledge of ITIL Service Management principles
• Knowledge on L2/L3 Switches (Cisco) including IOS commands
• Knowledge of Endpoint management tools
• Working technical knowledge of current protocols, operating systems and standards
• Ability to operate tools, components and peripheral accessories (Network, MFP and ID Card Printers).
• Software and Hardware Troubleshooting
• Windows Desktop OS installation and troubleshooting experience
• Good communication (both verbal and written) skills
• Planning and organizing skills
• Strong listening skills

HSE Responsibilities

• Collaborate with HSE teams to implement safety controls, manage hazardous materials, and mitigate impacts.
• Promote a culture of safety within engineering teams, ensuring that all projects prioritize the well-being of employees and the environment.
• Reports on progress/issues to HSE focal point
• Provide administrative support to the Health, Safety, and Environment (HSE) department. Maintain and organize HSE documentation, including records of incidents, audits, and training sessions.
• Support HSE focal point for all types of emergencies

About GBM Oman

GBM Oman is a 100% Omani-owned company with more than 35 years of experience. Originally formed with a team of 3 - today, we have grown to more than 113 highly skilled professionals from 13 countries of which more than 45% are Omanis. We have nurtured partnerships with the world’s leading technology companies & invested in a talented, skilled workforce to implement solutions that cater to our customer-specific, complex & diverse business needs. Drawing on three decades of knowledge and success, GBM Oman has an exceptional depth of experience in managing Enterprise and Mission Critical systems. Today we have more than 250 customers in public and private sectors across a wide range of verticals such as Government, Oil & Gas, Security & Defense, Banking & Financial Services, Health, Education, Media, and logistics. Located in Muscat, Al Qurum most prestigious business district-, equipped home to consultants, services, technical, sales and after-sales support teams, providing round-the-clock support and services to our customers.

Core Competencies

• Customer Support ability
• Communication
• Problem solving
• Critical thinking
• Multitasking and Time Management
• Team work
• Technology Proficiency
• Incident management
• Social Media Engagement (LinkedIn/Twitter/Instagram etc)