Al Rostamani Group

Support Engineer

• Be the end-user’s first point of contact with IT Help Desk (SANAD)
• Provide first line support for minor incidents/requests
• Backup for 2nd line IT Support Engineers and Senior Management support
• Update and assign tickets received through SANAD
• Log tickets, both incidents and service requests, reported by end-users
• Assign tickets to appropriate Teams and Engineers
• Minimize impact of incidents on operations through escalations and reporting
• First point of contact; provide information requested by end-users regarding IT services
• Provide first level resolution of tickets
• Recognize and identify possible Problems and escalate to the appropriate team
• Support ARG & GIT Projects / Demands delivery
• Comply with GIT policies and procedures

IT Support, Helpdesk Engineer