SCOPE: Role Descriptions/Job Profiles

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1 SCOPE: Role Descriptions/Job Profiles a) Computing Infrastructure 1. Exchange Administrator Assists with ensuring the availability of servers and applications, configuring new implementations, and developing processes and procedures for ongoing management of the server environment. Diagnoses, resolves, and documents hardware and software problems in a timely and accurate fashion, and provide end user training and support where required. Handle tickets, requests, and inquiries. MS Exchange Server 2007, BS in computer science, engineering, or IT required. MS certified. 2. DBA, Oracle Oracle database administration using SAPDBA, BRTOOLS. MSSQL and Max. Database administration using Enterprise manager/ Database manager. Troubleshooting database start/ stop, back up and table space issues etc. Running DB checks, clean up log files etc. Maintaining file system space. Perform Database parameter changes. Analyze and troubleshoot Back up and health check failures, Oracle and system messages 4-5 years 3. Active Directory Administrator : Assists with ensuring the availability of Active Directory and Domain Controllers servers and applications, configuring new implementations, and developing processes and procedures for ongoing management of the server environment. Diagnoses, resolves, and documents hardware and software problems in a timely and accurate fashion, and provide end user training and support where required. Handle tickets, requests, and inquiries. -1-

2 Windows Server 2008 Active Directory. BS in computer science, engineering, or IT required. MS certified. 4. Solaris Server Administrator Assists with ensuring the availability of Solaris based servers and applications, configuring new implementations, and developing processes and procedures for ongoing management of the server environment. Diagnoses, resolves, and documents hardware and software problems in a timely and accurate fashion, and provide end user training and support where required. Handle tickets, requests, and inquiries. Solaris 10. BS in computer science, engineering, or IT required. Solaris certified. 5. Storage Engineer Designs, implements, manages, monitors, and administrates SAN, NAS, fibre chanel switches, and associated technologies. Monitors and modifies storage on an ongoing basis ensuring sufficient capacity, performance and throughput to meet demand, availability and SLA requirements. Analyzes data issues, including detailed trouble-shooting, and make recommendations to correct and/or enhance the process. EMC DMX, V-MAX, Clarion, Brocade. BS in computer science, engineering, or IT required. EMC certified. 4-5 years 6. Backup Administrator -2-

3 Designs, implements, manages, monitors, and administrates backups, tape libraries, vaults, and associated technologies. Monitors and modifies backup libraries on an ongoing basis ensuring sufficient capacity, performance and throughput to meet demand, availability and SLA requirements. Responsible for recovering data when needed. NetBackup, Sun SL500, EMC VTL. BS in computer science, engineering, or IT required. 7. Core Data Center Devices Engineer Manage and operate critical devices affecting data center services and security operations. Monitor firewalls logs and intrusion alerts. Implement proxy and firewall rules based on IT security recommendations and requirements. Manage load balancers and ensure performance is met. Blue Coat Proxy, Cisco IPS, Cisco Firewalls, Websense, Catalyst 6509, ACE, MARS. BS in computer science, engineering, or IT required. Cisco certified. 4-5 years 8. Data Center Technicians Perform 24x7 shifts for data centers. Handle incidents and ensure safety requirements are met. Monitor environmentals, power, and server hardware. Handle cabling tasks for copper and fiber. Control access into the data centers, ensure work permits are issued, and material gate passes. Install equipment in racks, manage capacity planning, and document changes. Data Center Operations, HVAC, Cabling, Electrical, Server Hardware, Monitoring. BS or diploma in computer science, engineering, IT, electrical engineering or mechanical engineering, is required. -3-

4 c) End User Computing Agents 1. End User Computing Agents Provide support to school to manage their IT infrastructure; Day to day to troubleshooting / technical support to the school. Investigates, analyzes, and resolves hardware problems on University computer systems. Analyzes and resolves problems on computer applications and systems for faculty and staff across all University departments. Maintains site licenses for department/organization. Maintains high customer service standards in dealing with and responding to customer issues and questions. Installs, configures and maintains personal computers, Microsoft/Novell networks, UNIX workstations, file servers and other related equipment, devices and systems. Provides individual and/or group instruction and training on computer technologies to faculty and/or staff across all University departments. Providing accurate solutions to customer problems. Resolving issues in a timely manner in accordance with the standards. Supporting on-site and remote customers. Reporting Reviews, prioritizes, and processes in supporting OS. Maintains records including problem documentation and actions taken. -29-

5 Escalates any risks and issues to the KAUST IT End User Computing Lead or End User Computing Specialist. 2. End User Computing Agents (Logistics) In addition to the above End User Computing Agent, the following are the additional criteria for logistics: Material Management for Computers, Laptops, Printers, Scanners Deploying Machines, Paperwork related to issuance, returns, etc. of IT peripheral. Educated to High School standard. A good standard of written and spoken English language is a must. 1 2 year experience working in an IT / End User Support environment. Expert knowledge of MS Windows Vista / 7. Expert knowledge of MAC OS X. Expert knowledge of MS Office suite. Basic understanding of Call Logging Systems (Heat, Remedy, HPSM etc ) Basic understanding of remote trouble shooting tools (VLC, TeamViewer, etc ) 3. Service Desk Agent Providing direct operational support, handling customer queries and providing customer assistance in a 1st line support environment. Identifying and escalating issues to the appropriate 2nd / 3rd line support areas. Following up to ensure the prompt closure of the tickets. Responding to customer requests for service desk support issues via telephone, and walkups. Supporting on-site and remote customers. Providing accurate solutions to customer problems. -30-

6 Assisting in the resolution of customer and support issues ensuring timely distribution of knowledge and positively impacting customer satisfaction. Resolving issues in a timely manner in accordance with the standards. Escalating problems to KAUST IT Service Desk Specialist or 2nd / 3rd line support based on established guidelines and procedures. Tracking unresolved queries. Resetting passwords. Unlocking accounts. Providing 24/7 technical support on a shift pattern. Performing miscellaneous job-related duties as assigned by the KAUST IT Service Desk Lead or Service Desk Specialist. Educated to High School standard. A good standard of written and spoken English language is a must. Minimum of 1 year experience in Call Centre environment Basic knowledge of MS Windows XP / Vista. Basic knowledge of MS Office suite. Basic understanding of Mac OS X. Basic understanding of Call Logging Systems (Heat, Remedy, HPSM etc ) Basic understanding of remote trouble shooting tools (VLC, TeamViewer etc ) -31-

7 e) Academic Support 1. License Management Specialist Maintain the license server and the license management system (Flexnet Manager) Install new licenses files and keep existing one updated Package and prepare license files for new applications to run in a centralized license management system Monitor the license management system, and create reports as requested Test and monitor the failover solution At least 5 years of experience in Software licensing models, systems, and tools 2. Faculty Support technician Provide support to school to manage there IT infrastructure; Day to day to troubleshooting / technical support to the school. -39-

8 Investigates, analyzes, and resolves hardware problems on University computer systems. Analyzes and resolves problems on computer applications and systems for faculty and staff across all University departments. Maintains site licenses for department/organization. Maintains high customer service standards in dealing with and responding to customer issues and questions. Installs, configures and maintains personal computers, Microsoft/Novell networks, UNIX workstations, file servers and other related equipment, devices and systems. Provides individual and/or group instruction and training on computer technologies to faculty and/or staff across all University departments. Providing accurate solutions to customer problems. Resolving issues in a timely manner in accordance with the standards. Supporting on-site and remote customers. Reporting Reviews, prioritizes, and processes in supporting OS. Maintains records including problem documentation and actions taken. Escalates any risks and issues to the KAUST IT End User Computing Lead or End User Computing Specialist. 1 2 year experience working in an IT / End User Support environment. Expert knowledge of MS Windows Vista / 7. Expert knowledge of MAC OS X. Expert Knowledge of Linux Expert knowledge of MS Office suite. Basic understanding of Call Logging Systems (Heat, Remedy, HPSM etc ) Basic understanding of remote trouble shooting tools (VLC, TeamViewer, etc ) A good standard of written and spoken English language is a must. -40-

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