Senior IT Support Engineer

About the job Senior IT Support Engineer Position Title Reports to IT Manager Division IT Department IT Job Purpose The Senior IT Support Engineer is responsible for ensuring the smooth operation and maintenance of all IT systems, hardware, and software used throughout the airport. This includes providing technical support to airport staff, troubleshooting, and resolving issues with computers, network devices, and peripherals, and ensuring the security and functionality of IT infrastructure. The Senior IT Support Engineer installs and configures new systems, performs regular maintenance on equipment, manages software updates, and ensures that the network and communication systems remain operational. This role plays a critical role in supporting airport operations, minimizing downtime, and ensuring that technology runs efficiently to facilitate smooth day-to-day functions in a high-pressure environment. Functional Accountabilities Area of Contribution Key Activities Operations Act as the primary point of contact for IT support within the airport, responding to and resolving technical issues for end-users across various departments, ensuring minimal disruption to airport operations. Set up IT equipment for new joiners and existing users, ensuring a smooth onboarding process and that all systems are configured correctly and ready for use. Install and configure PC hardware and software, ensuring that systems are fully operational, meeting both functional and security requirements. Check and maintain computer peripherals such as mice, keyboards, printers, and other hardware regularly, ensuring proper functionality and addressing any issues promptly. Install, configure, and manage software applications according to company specifications across the organization, ensuring that software is updated, functional, and licensed correctly. Develop, implement, and maintain local networks (LAN), ensuring seamless communication and data flow across the airport, including connecting devices and managing network traffic. Safeguard the security of client and server computers by installing, updating, and managing antivirus software, firewalls, and other security measures to protect against malware and unauthorized access. Diagnose and resolve IT-related issues efficiently, minimizing downtime and disruption to airport services and operations. Keep detailed records and logs of repairs, troubleshooting efforts, and resolutions for IT assets, ensuring transparency and aiding in future troubleshooting and audits. Track and maintain inventory for both hardware and software components, ensuring that assets are properly managed and available when needed. Identify shortages of computer or network equipment and place orders as needed to maintain adequate stock and ensure uninterrupted airport operations. Perform regular installations and upgrades of antivirus and other essential software, keeping systems protected and up to date. Perform computer imaging, and service support for Windows and Apple OS & applications related to iOS and Android. Provide assistance for printer support, network troubleshooting, email and calendar configuration support. Set up and manage network infrastructure, including running network cables, configuring switches and routers, and ensuring reliable connectivity for all devices across the airport. Provide timely and effective troubleshooting for end-user issues, offering reliable solutions that ensure staff can continue their work with minimal downtime. Install, configure, and maintain hardware and software components for both computer and network systems, ensuring that all IT infrastructure is functional and up to date. Identify and troubleshoot hardware and software issues, providing repairs or replacements as necessary, and ensuring systems are restored to full functionality quickly. Apply in-depth knowledge of internet security and data privacy principles to protect company systems, safeguarding sensitive data and ensuring compliance with relevant regulations. Assist in managing servers, LAN/WAN technologies, and network troubleshooting, ensuring optimal performance of critical IT infrastructure. Perform any tasks delegated by the IT Manager effectively and in a timely manner. Customer and Reporting Assist users when they face issues with computers, network devices, and other IT systems, delivering prompt solutions and technical support across the airport. Communication & Working Relationships Internal - Reasons for Interaction IT Team Members: Day to day operations fostering collaboration and ensuring effective task. Departmental Management & Staff: Collaborate with department heads and their teams to understand IT needs, support departmental initiatives, and ensure smooth IT operations across all areas. External - Reasons for Interaction Airlines and Aviation Partners: Ensure IT systems meet airline operational needs, addressing technical issues promptly. Regulatory and Government Agencies: Liaise with agencies like Immigration and Police to ensure reliable IT support and compliance. Vendors and Suppliers: Collaborate with IT vendors for timely delivery, and technical support. External Auditors: Coordinate with auditors during IT audits to ensure compliance. Telecommunications Providers: Work with providers like Etisalat to manage network services and communication infrastructure. Qualifications, Experience, & Skills – Qualifications Educational Qualifications: Bachelor's or Diploma degree in Computer Science or Engineering or related field. Professional Qualifications: CompTIA A+ or similar is a must. CompTIA Network+ or similar is a must. Certified Information Privacy Technologist (CIPT) Certification is an added value. Good understanding and knowledge of database and software installation. Experience Required Experience Minimum of 3 – 4 years of experience in a similar role. Experienced and expertise in IMACD process & troubleshooting systems. Other Requirements- Safety accountability and responsibilities All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department: To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport. To comply with the safety requirements detailed within their training. To advise their Head of Department, IT Manager and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means. Report directly to the Safety Department or an immediate supervisor. Submitting an Accident/ Incident Report. Support safety audits as and investigations as they occur. Team Player High Good Communication High Negotiation Skills High Excellent Written and Oral Communication Skills High Microsoft365 Administration High Microsoft Server High Aviation Applications and Airport Standard Procedures High IT Information Security Medium Proficient with OS (macOS, Windows, Linux, etc.) #J-18808-Ljbffr