IT Client Support Engineer

About the Company

Extensive experience in Client Support, IT Support, or a related field, with a proven track record of delivering high-quality support services.

About the Role

Strong technical troubleshooting and problem-solving skills. Proactive and self-motivated, with the ability to identify and resolve issues before they escalate. Excellent communication and customer service skills. Ability to work effectively with clients, vendors, and internal teams.

Responsibilities

• Installation & Maintenance of all kinds of IP and Analogue Telephony services
• Adding telephony features and first level programming
• Replacing telephony & cabling faulty equipment
• Attending user calls for phones and related network
• Patching and un‐patching structures cabling
• ODF Fiber testing, Patching, DDF termination, Block wiring for FTTH, MDF, Copper & FO Cabinet Termination
• CAT‐6 Cable termination and block wiring
• Troubleshooting and rectification of telephony & cabling operation needs
• Shifting telephone sets for ADNOC Offshore user as per the agreed shifting plan
• Prepare reports and documentation as required and instructed
• Installing and configuring Desktop computer hardware (PC's, Printers & Peripherals), Client software for (Business applications, technical applications, standard Microsoft software & client operating system)
• Troubleshooting all Client Hardware and Software and providing the necessary support to resolve user client issues and to enhance system performance
• Creating and implementing ADNOC Offshore Personal Computer standard image for newly acquired PC's
• Handling IT tickets through Ticketing System through a proper SLA and prioritization
• Installation and configuration of various models of Printers and Plotters
• Work closely with other IT teams like Systems, Security and Network teams on user facing issues with Active directory, License servers, Enterprise Vaults, Antivirus and Networks, etc.
• To participate in major IT projects like domain and OS migration
• Participate with supplier's personnel in the installation, configuration, customization and maintenance of Client Hardware, operating system software, and other system/utility software packages developed or supplied by manufacturers
• Providing support to MS Teams and Polycom Real Presence video conference calls and other conference room issues
• Carrying out technical duties such as installation, maintenance, and repair and testing of company Telephone and Data network at ADNOC OFFSHORE HQ, onshore and offshore site’s locations
• Carrying out telephone system maintenance work which includes installation and repair of all company telephone structured cabling system, isolation of faults, repair and replacement of specific components in telephone equipment, patch panel and communication cabinet
• Carrying out Data network installation, termination and repair of data cables and prepare patching up to the switch or patch panel of the communication cabinet
• Installing and terminating cables for new or additional telephone extension. Test cables and terminations using modern test equipment
• Installing and terminating cables for new or additional data connection in the data communication cabinets according to international standards. Test cables (Coaxial, UTP Cat. 5 & Fiber optic) using data tool tester, installs RJ45 sockets, makes connection to the switch and patch panel and tests the circuit using data scanner and compares the test results with international standards and keep the record for certification
• Carrying out periodical checks of cables on sample lines to ensure that there is no discrepancy with original commissioning tests
• Carries out regular checks on MDF to ensure the good status of cable terminal blocks itself
• Checks internal distribution cables and termination to ensure that international standards and certifications are met
• Carrying out maintenance requirements on the Main and Building distribution frames, telecom outlets patch panel of communication room and switch to ensure that good jumpering and patching procedure is observed, and that adequate records and labeling are kept for all network connections
• Installing and maintaining telecom peripheral equipment such as mini mux, modems, and fax machines
• Notes through (Maximo, SAP and etc…) outgoing voucher

Qualifications

• 10 - 12 years’ experience in the IT field (preferably in work directly related to customer service and user support) including 3-4 years in a supervisory capacity
• Minimum of 5 years related work experience in the field
• Communication skills. Engineer level not in technicians’ level
• The current volume of workload for the new ONEADNOC Domain setup and standardizing all the Group Companies end point setup with ONEIMAGE and application packaging and deployment experience required as a must to handle service contract candidate engineers
• The support engineer must be familiar with all ADNOC Offshore site setup and the concession partners expected level of IT client support
• Providing onsite support engineer replacement for all the existing support engineers long and short leave cycles
• The minimum of 5 years of working experience within ADNOC Group company is required for the qualified candidates from the service contract engineers as working experience qualification from their total number of years’ experience mentioned above
• The standard overtime policy must be added to the service contract support engineers pay for the additional hours of work demanded from the Digital Division
• The contractor must provide the candidates up to date CVs’ with all the above requested details in advance

Required Skills

• IT Client Systems:
• Latest Windows OS Version and MS Office version (Office 365)
• Configuration of Engineering and Digital Oil Field applications
• Managing and Configuring ENS
• Enterprise Vaults (EV Client Configuration and Troubleshooting)
• Patch Management
• Role based Management of Active directory Users and Computers
• Restacking / New Installation of all IT Equipment’s
• One Service Desk
• Print Management systems and Print Servers
• High end Workstations
• Laptops, MAC Book and iPad
• Surface Pro and Tablets
• Wireless Access points
• Polycom and MS Teams Video Conferencing Systems