Senior IT Support Analyst

Posted Date almost 2 years ago
Location Abu Dhabi
Discipline Information Technology
Job Reference 30392
Salary 0.0

Our client is now recruiting for an Senior IT Support Analyst.  You will be directly reporting to the IT Operations Manager.  This position will be based in Abu Dhabi.

This is a contract staffing role under Manpower for a period of 6 months.


The IT Support Analyst is responsible for supervising the support and administration of all aspects of EIA’s technology infrastructure: PCs, laptops, desktop applications, servers, remote access tools, network, telecommunications and audio visual systems. The senior support analyst role is vital in ensuring that EIA’s staff are able to utilize EIA IT services and that these services are running effectively.


Key responsibilities and duties

  • Team leadership of 1st and 2nd line support and administration of the organization’s standard IT systems and software applications.

  • 3rd line support for core server systems AD, Exchange, VMWare, RemoteApp. Windows services.

  • Responding to enquiries from staff, helping them resolve hardware or software problems promptly and professionally.

  • PC/Server hardware and software installation, upgrades, configuration and maintenance.

  • Tracking and maintaining all issues/requests on the call logging system.

  • Allocating more complex calls to the relevant IT Support members and liaising with external technical support where problems cannot be resolved in house.

  • Assisting in the implementation of EIA technology projects.

  • Plan, manage and maintain:

  • Microsoft Active Directory (AD) User network access accounts (local and remote) in order to provide secure and efficient access to email, standard and non-standard software and systems.

  • AD Security and Distribution Groups, Organizational Units, Group Policy (delivery of EIA standards)

  • Microsoft Exchange email system: email accounts, security and mailboxes.

  • iPhone and MDM.

  • Backup Management of organizational data, reporting, and recovery

  • Functional knowledge of Database management SQL Server on windows

  • Document storage on the network, file permissions, secure file access, content and housekeeping.

  • Ensure delivery of Endpoint protection to all client access equipment.

  • Installation of all software to PCs/Laptops using a variety of tools in accordance to the ICT Security Policy

  • Software distribution package creation and delivery

  • Desktop security using a variety of tools

  • Configuration Management of Inventory for hardware and desktop software

  • Patching to network equipment and telephones.

  • Network printing and scanning.

  • Deployment of standard PC/laptop images

  • Security tokens and remote access systems

  • Monitoring application and systems, note problems and identify performance trends. Taking corrective action, under advice, to improve performance and to avoid problems arising.

  • Project management and oversight of operations team organizational goals and objectives.

  • Procurement of operational hardware and software.

  • Presenting IT proposals to EIA Management Committee with CTO.

  • Provide support for various departmental databases and programs (e.g. Bloomberg).

  • Support and scheduling of all audio visual equipment, including use of projection and video conferencing systems.

  • Promoting effective working as a team member and showing respect to co-workers.

  • Contributing to production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies within the IT department.

  • Managing, configuring and Maintaining the servers, PCs, routers, and switches, and VLAN.

  • Configuring, Managing, administrating, and Maintaining Networking Equipment.

  • Network processing, centralized and distributive network connection.

  • Managing, configuring, and administrating DHCP Client/Server

  • Analysis of security alerts and Implementation of recommendations for network equipment’s.

  • Implementing and troubleshooting cluster and SAN

  • Implementing SNMP on devices to allow for network management

  • Implementing traffic filters using standard and extended access lists, distribute-lists, and route maps.

  • LAN/WAN design and implementation using Cisco routers, hubs, and switches

  • Generating reports for IT administrators and business managers to evaluate the efficacy of the security policies in place.

  • Responsible for keeping the company's security systems up to date and creating documentation and planning for all security-related information, including incident response and disaster recovery plans.

  • Monitoring security access

  • Conducting security assessments through vulnerability testing and risk analysis

  • Performing both internal and external security audits

  • Analyzing security breaches to identify the root cause

  • Continuously updating the company’s incident response and disaster recovery plans

  • Verifying the security of third-party vendors and collaborating with them to meet security requirements


Skills and background



  • High School Diploma or equivalent required.

  • Bachelor’s degree in Computer Science, Information Systems, or relate discipline.

  • Microsoft accredited beneficial


Background and experience

  • 4 - 6 years technology systems management experience desired.

  • Demonstrated knowledge and experience of PC applications, network administration, and telecommunications systems. Experience with Cisco telephone systems preferred. Demonstrated knowledge and experience of systems or applications support, requirements gathering and project participation.

  • Strong technical background with extensive experience in supporting Microsoft technologies.

  • Practical working experience in private equity or finance organizations preferred.

  • Technical role in a number of systems implementation and/or development projects.

  • Experience working with disaster recovery solutions beneficial.


Knowledge, Skills, and Abilities

  • Expert knowledge, proficiency and troubleshooting skills in a wide variety of server and software systems, including:

  • Windows Server 2012, 2016, 2019, etc

  • Microsoft Exchange 2013 and Exchange online

  • Microsoft Azure

  • Virtualization technologies (Hyper-V, VMWare)

  • Windows 10

  • Microsoft Office 2016, 2019 and O365 (Word, PowerPoint, Excel and Outlook)

  • iPhone and MDM

  • Cisco Call Manager

  • SQL Server

  • remote communication methodologies required, including dialup, Terminal Server, RSA SecurID technology and VPN.

  • Unattended software deployment tools (beneficial).

  • Knowledge of TCP/IP, client/server relationships, network printing and Active Directory.

  • Previous Helpdesk/IT support experience.

  • Excellent telephone manner.

  • Maintaining a high degree of customer service for all support queries and adherence to all service management principles.

  • The ability to take ownership of user problems and be proactive when dealing with user issues.

  • Experience of using call logging/helpdesk software.

  • Basic understanding of PC hardware set-up and configuration.

  • MCP certification would be desirable.

  • Excellent organizational, planning, problem-solving and decision making, necessary for effective time management.

  • Well developed and professional interpersonal skills; ability to interact effectively

with people at all organizational levels.

  • Excellent communication skills, both written and verbal.

  • The ability to work in a team environment with a customer service focus.

  • Experienced in working with the ITIL framework

  • The ability to use independent judgment and discretion when making majority of


  • The ability to handle sensitive and confidential information with the appropriate


  • An ability to develop knowledge of the organization’s policies and procedures.

  • Analytical skills needed to troubleshoot a variety of symptoms, diagnose problems,

and test, recommend, and implement solutions to technology problems.

  • Able to use database software, spread sheet, and word processing software and

equipment to complete analysis and reports.

  • Well understanding of bridging and switching concepts and LAN technologies

  • IP addressing and subnetting, Routing concepts

  • Basic knowledge of Multi-Protocol Label Switching (MPLS), Voice over IP (VoIP),

  • Good understanding of TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP)

  • A well-working acquaintance in the Linux environment


Personal Characteristics

  • Outstanding integrity.

  • Process-oriented and analytical mindset.

  • Well organized working style.

  • Team-player, willing to add support where needed, not just focused on the job description.

  • Good customer-orientation combined with the ability to manage employees’ needs and requests according to business requirements and policies.


Additional Requirements

  • May require after business hours availability to perform the essential duties of the



Physical Demands

  • Ability to operate a hand truck and lift, move, manoeuvre, and set up technology hardware weighing up to 20 Kg.