Technical IT Solutions Specialist

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more.

The role of Associate IT Engineer is responsible for providing technical assistance to colleagues on site in the Karachi, Pakistan office and other offices/markets (remotely).

Key responsibilities include diagnosing and troubleshooting software and hardware related incidents, helping colleagues with day-to-day IT needs, and working closely with Basecamp and following IT guidelines/processes.

• Providing 1st to 3rd support to all IT systems and services provided and used by Careem including the Customer Call Center
• Logging and tracking incidents via the ITSM tool (Jira) and following the incident management process
• Working on escalated incidents from the IT Service Desk and ensuring that incidents are updated regularly with meaningful updates, quality, and troubleshooting steps performed
• Ensuring that incidents are resolved within set SLAs
• Supporting remote support and driving down the support queue
• Providing support via the central IT Support Slack channel and logging incidents on behalf of end-users
• Communicating priority 1/critical issues to the IT leadership team and key stakeholders for visibility and awareness
• Performing daily checks on IT infrastructure and systems to ensure uptime for network performance, WiFi, Zoom rooms, Business applications, Datacenter, etc.
• Supporting the Call Center by providing related technical support, including configuring and delivering required hardware devices
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults, replacing damaged parts, ordering new parts when necessary, and managing maintenance cycles with vendors
• Installing new hardware, software, and printers
• Implementing and assisting on the roll-out of new applications and operating systems
• Preparing new laptops, installing & configuring computer hardware, operating systems, and applications as part of the new joiners' onboarding processes
• Working with the People (HR) Team for the leavers (Offboarding) processes, disabling account access, collecting HW devices, revoking application licenses, and uninstalling software, and updating the Asset Management tool
• Coordinating with the local supplier/procurement team for asset management/tagging and tracking
• Providing assistance to colleagues with technology-related issues
• Meeting room support for tele/video conference solutions to minimize disruption to productivity
• Proactive monitoring to ensure meeting rooms are online and in working order
• Problem Management to review incidents for recurring issues, highlight problems, provide workarounds, perform Root Cause Analysis (RCA), and document Known Errors
• Change Management to assess/minimize impact on production services, communicate disruptions to users, and ensure there is communication about any service disruptions
• Working closely with the Information Security team to ensure IT security policies and best practices are up-date and enforced
• Enforcing IT policies and procedures, acting as a custodian of IT, educating users on best practices, protecting data, software, and hardware, and ensuring continuous improvement and timely rollout of new applications, hardware, and security releases

Requirements:

• Bachelor's degree in computing or similar discipline
• Well-experienced all-rounder IT support/infrastructure engineer with knowledge of IAM, MDM, Office 365 or Google Apps, Slack, Zoom, Meraki WiFi, Apple Mac, Windows, VMWare, and Public/Private cloud technologies
• IT certifications such as MCSE, CCNA, ITIL
• 2-3 years experience
• Ability to support on Saturday (shift rotation)
• Effective communication skills