Digital Support Specialist

Projects & Initiatives Management

Assist with digital & technology project activities as required
Assist in implementing change requests at the Miral corporate work-places
Maintaining good stakeholder relations
Tracking and managing work records
Compile job reports
Service Delivery & Operations Excellence

Support Miral daily digital and technology operations
Provide technical support on-site or via remote-access systems
Liaise with helpdesk & SME teams under the shared digital services model to deliver solutions and support daily operations
Work with external vendors and service providors on troubleshooting incidents, implementing changes and any other operations related tasks
Meet users to diagnose software or hardware issues.
Own digital and technology incidents and liaise between multiple internal and external teams until closure
Work with 2nd level support teams to resolve incidents as they occur within proper SLAs
Take ownership of incidents/changes:
Act on the timely manner to resolve them whether reported (or assigned by Miral digital & technology team) via telephone, via e-mail or in-person until closure
If incidents/changes require 2nd level support, follow-up until closure
Log, report and run all incidents and services requests in the ITSM tool
Maintain accurate details of all incidents and services requests through the complete lifecyle
Responsible for keeping all Miral IT faclities (MDFs & IDFs) at the highest standards and continuous monitoring
Ensure that all IT systems are functional and working properly at all times and maintain information security at the target level.
Log new software/hardware inventory updates or communicate the same to the concerned at Miral.
Archive documents related to IT operations or ask the concerned at Miral to do the same, such documents include (Quotations, POs, Delivery Notes, invoices, receipts, Manuals, Operational Guides, internal memos…etc.)
Adhere to Miral IT, HR and security policies, procedures & workflows when dealing with any incident or change
To be on-call and ready to support Miral end users during non-working hours, and ensure availability to conduct/support planned changes & projects which include service downtime and attend major service outages remotely or on-site
Backfill other Miral Digital Support Specialists in case of Annual & Sick Leaves. This may include other workplaces
Offer solutions that meet the needs of Miral users
Act as an embassador of the digital and technology department
AV support in meeting rooms and executive offices

Minimum 5-7 years of experience in Information Technology environment, projects, service delivery and operations
Minimum 5-7 years of ITSM is a must- helpdesk experience.
Minimum 3-5 years of experience in using incident management platforms is a must.
Experience in implementing projects is a plus. 
Bachelor’s degree from a recognized university in Information Technology Engineering or related stream
Fluency in English. Arabic is a plus. 
ITIL v3 (or equivalent) Certification is a must
Project Management Certificate is a plus
Assist with digital & technology project activities as required
Assist in implementing change requests at the Miral corporate work-places
Maintaining good stakeholder relations
Tracking and managing work records
Compile job reports