The Zion provides for more than 15 years infrastructure solutions, skilled labor 

and monitoring services. For more information please visit www.ziontechgroup.om

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals

(b) Interface with multiple levels of end users, management, VIPs and technical staff 

Duties include (but not limited too)

• Dedicated and Dispatch engineer roles may vary for on-site requirements but not in skill sets and ability.

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, Blackberrys, and LAN cable Continuity of signal. No under floor, in wall or in ceiling work is required and for Trafigura facilities to arrange.

• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

• IMACD function including installation and decommission

• Backing up and restoring user data, settings and associated systems administration activities

• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts

• Assist on Incident and Problem management activities

• Taking ownership of issues through to resolution on all appropriate requests 

• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

• Move equipment associated with escalated help desk incidents and service requests

• Performing asset inventory activities as needed

• Recommends and/or performs upgrades on systems to ensure longevity

• Works with procurement staff to purchase hardware and software

• Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites

• Provide support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g. meals, travel, and lodging) in accordance with the Agreement

• Be available for for support during contracted hours. Out of hours support will be by mutual agreement and on a T&M or rate card basis.

• Adhere to ticket response and resolution SLA’s as agreed upon with the customer 

• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Certain sites will also have a requirement for trading support to the users and their applications and the engineers should be adapted that they can manage this. Where there are any doubts please contact HCL for clarification and also view the master file that shows site where traders are present in the marked column.

Advantageous Skills for support at sites would be:

• MCSA certified

• ITIL certified

• BlackBerry administration experience

• Tandberg video conferencing

• Market data feeds experience – Reuters etc.

Expected Engineer capability/Experience:

• At least 3 years of experience in the field or in a related area required

• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc)

• Strong Microsoft Operating System installation and troubleshooting skills

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

• Broad experience of IT with basic understanding of Networks, Servers and Telecoms

• Strong Customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivating

• Basic Background security check required

• Experience including remote control of PCs and video conferencing knowledge

All your information will be kept confidential according to EEO guidelines.