AL-KHOBAR, KINGDOM OF SAUDI ARABIAPosition Technical Support EngineerDepartment Information TechnologySchool Prince Mohammad bin Fahd UniversityReports to Manager, Academic Computing ServicesintroductionPrince Mohammad bin Fahd University strives to develop human intelligence, disseminate knowledge and find solutions based on research and scientific studies of problems experienced by societies. The ACIO possesses the expertise to provide technological vision to support scientific teaching, administration and research, and outreach activities.Job PurposeGeneral Supervision for the Academic Computing Services, daily Operation, Projects and supervising the Technical Support Staff.Duties and Responsibilities· Direct coordination with Department Head/Chair for Academic Requirements.· Lecture Hall Events Operation and Support for training, meeting and events.· Perform On-Site (if required otherwise remotely) support service per Client’s pre-defined issue description & location.· Developing Computer Images for Labs as required by each Academic Department.· Mass Image Deployment thru Dell KACE or Acronis for Desktop and Laptops on End Users, Classrooms & Labs.· (Appliance Based Approach to computer format/re-formatting)· Vulnerability Assessment, Software / Hardware Installation, Configuration and Troubleshooting.· Hardware and Software / Patches Upgrade.· Training Faculty and Staff for using Classroom and Lab technology.· Performing other IT Support duties as defined by the appropriate PMU Management.· Network / Desktop Printer Administration, Management, Installation and Configuration.· Copier Machines Troubleshooting and Maintenance. Service Coordination with Vendor if required.· General Desktop Support / Project Coordination.· First line of support for Door Access Card Terminals/ Readers for Classrooms & Labs.· Support, assist and coordination with other IT colleagues for overall Department Success.· Direct coordination with Dean’s / Chair of Academic Departments for urgent requirements during Registration, Quizzes, Examination & Laboratory Exercises.· Monitor, analyze and address reliability & performance issues on IT equipment installed for End Users, Classrooms & Labs.· Analyze problems, apply creative solutions with assessment of risks and benefits.· Research and develop solutions for resolving issues and avoid future recurrences.· Work / assist with Senior Engineers in developing, upgrading, testing and implementation of new projects.· First line of support in Queuing / Ticketing System.Qualifications & Experience (Required)
A bachelor’s or Master’s degree related to the position or equivalent.
At least 5-7 years of experience directly related to the duties and responsibilities specified.
· Previous experience in this position highly preferred.· Ability to work in team-based, collaborative settings.· Willingness to take initiative and work independently.· Strong interpersonal skills and the ability to manage several projects simultaneously.· Suitable candidates are expected to have excellent command of the English Language and should be familiar with technology infused academic environments.Knowledge, Skills and Abilities (Required)· Strong written and verbal communication skills· Strong focus on first time quality· Desire to grow technical skills and ability to learn new technologies swiftly· High attention to detail, self-starter, result driven· Ability to work in a cross-functional team· Professional, polite, and attentive while also being accurate· Always prepared and responsive, willing to meet each challenge directly· Teamwork· Negotiation and persuasion· Problem solving, Leadership· Perseverance and motivation· Ability to work under pressure, Confidence· Managing ambiguity, Resilience· Analytical skills, IT skillsDisclaimerPMU reserves the right to alter, amend and add responsibilities to this position in line with the institutional needs. Changes and amendments to this job description shall be within the academic framework and the general employment conditions.
