Job Description

The IT Desktop Support is responsible for the support of the IT desktop infrastructure across the whole of Sky News Arabia. You will be responsible for supporting both traditional MS office desktop applications, hardware, and devices. Additionally, you will be required to support more bespoke broadcast focused applications. You will be working in a highly pressured 24-hour news environment where the requirements and support level will be varied and challenging.

Key Responsibilities

• Resolving complaints received via phone call or email and similar issues and acts to resolve customer problems on time. 
• Assisting in the maintenance of IT equipment and systems, printer server, network servers.
• Investigating, diagnosing, and solving computer software and hardware faults, repairing equipment, and replacing parts.
• Undertake the physical setting up of computers and software system installation for various computer applications and programs.
• Apply effective support remedial and problem resolution measures to deal with problems. 
• Maintaining records of software licenses, stocks of equipment, consumables, and other supplies.
• Ensuring adequate levels of support coverage, including scheduling staff coverage, rotating work schedules, etc. 
• Interacting with other support groups to resolve problems, formulate plans and schedules, and modify processes. 
• Ensuring appropriate data management and security standards and procedures and directs the recovery of data as required. 
• Providing desktop and server administrative functions, including data backups, file recovery, software installation and upgrades, internet/intranet addressing, communications troubleshooting, server configuration, and maintenance, etc. 
• Ability to perform a wide variety of technical support functions within a high stress and Production deadline setting.
• Full technical responsibility for the OS System testing function of a project.
• Investigates OS System exposed violations and potential breaches in security.
• Ability to plan and implement complex installations and to schedule support activities around administrative functions, hardware and software upgrades, etc.

Key Skills, Experience and Education

• Active Directory Administration.
• Experienced in supporting Windows 7, Windows 10, MAC OS, MS Office 2010 & newer, MS Exchange, Hosted mail.
• Experienced in working with windows based networks – 2008/2012.
• Experience with SCCM, Manage Engine Service Desk, and McAfee EPO Server is a plus.
• Microsoft based certifications such as MCP, MCTS, MCDST, MCSA, MCSE, MCITP.
• BA degree in Computer Sciences would be preferred.
• Excellent written and spoken the English language. Bilingual in Arabic/English would be preferred.
• Strong interpersonal skills and a team player.
• Minimum of 5 years of experience.