American University of Iraq Baghdad

Field Support Engineer

Job Overview

This position will report directly to the Director of Information Technology.

Job Description:

AUIB is looking for an IT Engineer that can create a culture of service excellence and end-user friendly environment that reinforce the idea of putting end-user first by following best-practice ITIL standard. The goal is to drive service success that improves staff, faculty, and student satisfaction, maximizes efficiency, and increases work environment stability.

 

Strategic Objectives That Candidate Needs To Meet:

  • Providing a professional level of technical support to AUIB staff or facility.
  • Understand processes in order to work efficiently and provide end-user with the right feedback.
  • Providing feedback and insights to the team on ways to better serve our end-users.
  • Crafting and improving our Knowledge Base content, both internally and externally

 

Core Skills That Successful Candidate Will Have:

  • Thorough knowledge of organization and policies.
  • Comprehensive business, technical, or functional knowledge, as well as basic project management skills and communication and analytical problem-solving skills.
  • Ability to build and maintain ongoing relationships with Vendors, peers, and support partners.
  • Ability to perform during high-pressure situations.

 

Responsibilities:

  • Provide 1st and 2nd line support for all end user devices and applications used within the firm. This includes but is not limited to MS Office 365 suite, conferencing and collaboration systems, Document Management System, and all end user devices.
  • Act as a single point of contact for vendors contacting the local IT team regarding IT issues and queries.
  • Ensure that incidents and requests are properly logged, assigned, updated, tracked, and responded to in a timely manner and according to agreed standards and procedures / service level agreements. Ensure end user and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
  • Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
  • Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 3rd party vendors when appropriate. Follow up until resolved with the assigned team and/or 3rd party vendor.
  • Build, test and install desktops, laptops and printers and manage inventory within the asset management system.
  • Develop an understanding of the business and departments that you support.
  • Complete tasks and projects to agreed deadlines keeping your manager updated on progress.
  • Set-up, configure, and perform day-to-day maintenance and administration of Windows systems.
  • Ability to learn new systems and applications, as necessary.
  • Coordinate the customer support activities and monitor work requests related IT network infrastructure, phones, and TV cable.
  • Additional responsibilities as required.

 

Experience, Skill, And Educational Requirements:

  • Bachelor’s degree in Information Technology or any IT equivalent.
  • Microsoft Certified MCSA, or any Microsoft administrator certification
  • Proven experience (2+ years) as IT Engineer or similar role with analysis, implementation and evaluation of IT and their specifications.
  • Knowledge of one or more areas of infrastructure and server technologies
  • Knowledge of application and/or operating systems
  • Knowledge of networking/telephony operating systems and network/telephony monitoring and management applications
  • Knowledge of system capacity planning
  • Skill in providing day-to-day system/application administration and/or system/application administration in support in a variety of work environments
  • Skill in installing and maintaining applications or operating systems or equipment
  • Ability to define, analyze, and find solutions for difficult or complex problems
  • Ability to recognize, value, and include different perspectives, experiences, approaches, and cultures in achieving organizational goals
  • Strong background in Microsoft Windows operating systems
  • Strong background in O365, Azure,
  • Demonstrated understanding of troubleshooting Windows Server issues
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