Juma Al Majid group of companies

Absher Initiative


Job Title : Computer Engineer ( IOM-HR-April-14-19 )
Job Location : Abu Dhabi
Job Industry : IT
Job Function : IT
Preferred Nationalities : Any
Gender : Male
Minimum Educational Qualification : Diploma or Bachelor's
Relevant Years of Experience: : 2-5
Age : 24-30
Posted Date : 20-04-2019


Job Purpose:

The job holder is responsible to carry out installation, repair and servicing of computers and associated equipment. 

Principal Accountabilities 


  • Site Engineer is Consider Single point of contact & First Layer of support  for business users (HW & Application) assigned to certain division / sites , where request should be fulfilled as per agreed SLA  
  • Insure communication for any request is performed in proper manner where any request should be communicated by phone at least where face to face communication is preferably. 
  • Responsible on Assigned Division IT Assets (Division IT Asset Custodian) , where you site engineer have to insure Service Desk Records Match with Actual physical inventory , where records are subject to audit from Central IT Shared Services. 
  • Insure incident & Service request have comprehensive  information by complete user request with right categorization and added as much as information with clear requirement what user is looking for and educate user how to request in proper manner (incident, Services etc..) 
  • Insure All Activity are recorded in Service Desk (Worklog in Task, Request, Change, Problem , Project etc) 
  • Contribute and assist on Project or Changes when required by Manager and insure Tasks given are handled in proper manner 
  • Installation, Configuration & Upgradation of operating systems and software like MS Office, Acrobat, Winzip using standard business best practices 
  • configuration of PC & user access for IT related to services like Oracle, Citrix, Office365, POS, EFT, Oracle printer  
  • Installation, Maintenance & Troubleshooting of  PC, Laptops, Tabs  along with peripheral devices like Printers, Scanners, External drives, EFT, Handheld devices  
  • Emails, Office 365 email, Archive PST, One Drive, Skype for Business installation, configuration & Maintenance for users 
  • Ensuring the Antivirus, Patches, windows security updates are installed & updated regularly, Maintenance of Antivirus server at the site 
  • Documentation must be keep updated for related to site assets, internet users, office365 users, IP addresses, PC/Laptop  brand/model, username, OS, PC/Laptop serial no., Switches, etc. 
  • User satisfaction - users incident must be resolved promptly either  remotely or over Telephone or may have to visit the site if needed. 
  • The site should not have downtime, the health of PC & Network must he kept healthy, in case of any link failure must co-ordinate & follow up with JAM IT Network Team till the problem is resolved. 
  • Need to have follow up with users or concerned for any approvals as call needs to be closed within stipulated time 
  • Initial troubleshooting checklist must be done by site engineer before transferring to others related to Application incident such as POS/EFT/Time Attendance issues & Major Operation incident such as  Site Network Down  
  • Assist installing Network Equipment on new Site and corporate to setup new site up to level installing network component. And insure documentation are on place and recorded in service desk 
  • the technical support have responsibility to follow up with network  and keep Manager informed regarding Site Failure where network team are the main contact person for ISP. 
  • any debate between different team (network , System Admin , Or Application) about resolution which side, the technical support should cooperate with team to keep follow up with all other team and insure to mitigate users.  
  • Maintain & Secure Network Cabinet & insure network cabinet is clean and report for network team for any observations.  
  • Site Engineer / Technical Support consider the First line of contact for user where have to insure that’s his request has been fulfilled , and redirect user and instruct user how to access system , he has to check that’s users his request has been fulfilled either the troubleshooting was done by other team. 
  • Collect Initial Requirements properly and coordinate with all IT Staff Related to request and update user accordingly, where Site Engineer will be responsible to follow up for any user request from same division through request full cycle . 
  • Note: Site Engineer are subject to move between sites frequently where Site Engineer have to use his own Transportation methods and Sites/Request Assignment is changeable based on Management Decision 
  • KPIS 
  • "KPI: MTTR,( Mean Time To Recover) , Mean Time To Response , SLA Breaches, User  Satisfaction,  
  • Number of Phones Answered , Number of Missed Calls, total number of tickets resolved, Site Availability & Satisfaction" 
  • Total Number SLA Violation  is 10% only & Mean Time to Resolve / MTTR for Incident is not more than 8 hours 
  • Percent of Violated Services shouldn’t be more than 25% 
  • Worklog Must be accurate and efficiently used 
  • User satisfaction achieved 95% 
  • Total Number of Closed SR. 
  • Percent of Tasks Late is not more than 25% 
  • Attendance Punctuality, Grooming & Appearance , Communication Skills. 
  • Total Number of Innovation Idea 
  • Assets For Designated Sites are 99% Accurate as (Asset Discrepancy between Actual Inventory and SDK is not more than 5 %) 


Minimum Requirements

·         Graduate of Computer Engineering 

·         Good communication skills 

  • Good computer skills (MS Word, Excel and Power Point) 

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