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Service Desk support Engineer

Keywords / Skills : service desk, itil, v3.

3 - 8 years
Posted: 2019-03-21

IT/Computers - Software
Software Engineer/ Programmer
Posted On
21st Mar 2019
Job Description
VAM Systems is a Business Consulting, IT Solutions and Services company with operations in UAE, Bahrain, USA, Australia, Singapore & India.

VAM Systems is currently looking for Service Desk support Engineer for our Bahrain operations with the following skillsets & terms and conditions:

Skill set required


University Degree in Computer/Electronics for engineers or equivalent
University Diploma Degree for the technicians or equivalent
ITIL Foundation V3 certificate
Technical certificate in his area of expertise

Should provide a wide range of technical support and services for all Occupants of end user remotely, in person and/or over the phone

Airport Operations Systems:

Flight Information Display (FIDS)
Common Use System (ULTRACUSE) for passenger check-in and boarding.
A wide range of specialized peripherals (Boarding Pass Printers, Baggage Tag Printers, Gate Readers, OCR & MSR Keyboards and e.t.c).
End User Desktop and Mobile computing Devices.
Smart Phones and PDAs.
Two ways Communications (Walkie-Talkie).
VHF Radio Communication devices (Air to Ground).
Digital Signage and LCD Monitors.
Automated Public Announcement system (PA).
Local Area Network (LAN) and Wide Area Network (WAN)
Support Analogue, Digital and IP Telephony.
Service Assurance and delivery management
Contract Management
Service Desk Ticketing and ICT Asset Management
Printers, scanners and photocopy setup and configurations

Roles & Responsibilities

Preparation of new PCs/notebook computers for deployment, including the unpacking, installation of the operating system, installation of applications and clients and setting of user profiles, & PC BIOS parameters.
Onsite installation of new PCs and locally attached peripherals such as printers, image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.
Installation of additional applications as per user’s requirements
Inspecting and troubleshooting the Time attendance recording devices distributed across all sites.
Upgrade of PC hardware as required such as increase of memory or hard disk .
Upgrade of operating systems and applications
Troubleshooting of hardware and software for PCs & Peripherals.
Recovery (If possible) of lost user’s data caused by hardware or software
Failures and user errors.
Relocation of PCs & Peripherals as required by users.
Configuration and fine tuning of existing applications on PCs such as internet browsers and office automation application settings.
Receive incident reports and Service requests from Users via telephone, portal or email
Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors
Record all required incident details on the incident management system
Link the incident record to the User ID and configurations
First level support to attempt to resolve the incident, use remote control if necessary, for incident resolution
If the incident requires escalation to level 2/3 support, the helpdesk staff creates a work order on Service Desk and assigns it to the appropriate level 2/3 Support group.
Track the incident until closure and keep the User up to date with the incident status
Functional escalation in case the incident resolution times exceed the agreed service levels
Selective quality checks on closed incidents & service requests
Receive service requests forms that have passed the business assessment and approval procedures
Link the service request record to the User ID and configurations
Forward the service request to the proper IT support group, in accordance with the service request procedures
Track the service request until closure and keep the User up to date with the status
Functional escalation in case the service request completion times exceed the agreed service levels
Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT operations or applications teams then emailed by the Service Desk staff to the appropriate distribution list
Maintain and updates documentations relating to technical procedures, user guides and applications.

Terms and conditions: 

Joining time frame:   2 weeks (maximum 1 month)

The selected candidates shall join VAM Systems – Bahrain and shall be deputed to one of the leading Organizations in Bahrain.

Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at [HIDDEN TEXT] or call us +91 (0)471 2310430 or +91 (0)476 2684922

Key Skill(s)

About Company

VAM Systems is a Business Consulting, IT Solutions and Services company with operations in UAE, Bahrain, USA, Australia, Singapore & India.
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