Genel Energy is a socially responsible oil producer listed on the main market of the London Stock Exchange. Headquartered in London, it has a Global Service Centre in Istanbul and offices in Erbil and Somaliland.

We have material low-cost and low-carbon oil production from the Kurdistan Region of Iraq, with exploration assets in Somaliland and Morocco that have the potential to offer growth in the long-term. Genel has a strong balance sheet and a high-calibre management team and is pursuing opportunities to acquire new assets that will add further cash generation to the portfolio, as we strive to deliver on our ambition of being a world-class creator of shareholder value.

We have corporate values that are fundamental to our behaviour, decision making, and the delivery of our objectives, as we aim to have a positive economic impact both by producing the hydrocarbons that will fuel economies during the energy transition, and directly supporting the communities in which we operate.

Position Summary:

The IT Support Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the IT Support Specialist ensures all incidents are analysed, resolved, and reported back within the promised timeframes.

The IT Support Specialist implements, manages, and continuously improves digital workplace technology and integrations with adjacent technologies. The IT Support Specialist seeks to automate or eliminate repeatable tasks and reduce administrative overhead for themselves and workplace operations, including configuration variations, performance issues on endpoint devices, and security vulnerabilities. The IT Support Specialist also collaborates with technology vendors, service providers, product managers, the IT infrastructure team, IT information security, and legal or compliance teams to ensure alignment with company policy and applicable legislation.

Key Accountabilities:

• Follows end-user service standards to ensure the delivery of timely and efficient end-user service.
• Contributes to improving end-user support by improving response time to queries and complaints.
• Identifying, diagnosing, and resolving the level one issue in computer hardware and software in a system such as a laptop, workstation, mobile, audio/video conferencing devices, printers, etc.
• Follows up with end-users to identify areas for improvement.
• Provides technical guidance for the design, configuration, installation, and upgrading of software, hardware, and peripherals of the end user systems updates, maintenance patches, and server protocols.
• Works to provide daily support and guidance to the IT team.
• Providing general desktop support, project coordination, imaging/ re-imaging workstations, and laptops.
• Providing one-on-one assistance to the end user regarding the technical flaw, either remotely via phone, e-mails, collaboration tools, or in person.
• Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same.
• Providing assistance in the installation of other peripherals like printers, scanners, plotters, headsets, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
• Providing user connectivity to LAN, WLAN and WAN networking, data and voice communication systems.
• Establishes and maintains solid working relationships with peer departments and vendors to ensure that the help desk teams meet service-level agreements.
• Develops and implements annual departmental goals and strategies, addresses department needs, and compares operations to industry best practices.
• Communicates major non-trading outages to end-users and IT providers, including filling the role of the incident commander during outage bridge calls.
• Monitors and reports on relevant help desk metrics and service levels.
• Maintaining inventory of all equipment, software, and software licenses.
• Implements, monitors, and operates digital workplace technologies (endpoint hardware, software, technical departments’ software, services, and SaaS tools).
• Integrates digital workplace technologies with adjacent technologies (identity, security, vulnerability management, IT service, asset management, remote access, video conference, unified communication tools, backup, directory services, etc.).
• Ensures stability and security of digital workplace technology through effective endpoint management and timely patching.
• Establishes computing configuration and operating standards in coordination with IT colleagues.
• Executes digital workplace technology projects.
• Actively participates in resolving high-priority outages, troubleshooting efforts, and capacity/availability planning sessions.
• Supports security operations processes by monitoring and reporting anomalies related to devices and identities.
• Monitors technology trends and seeks ways to enhance continuous improvement initiatives.
• Assesses the criticality of services and applications and automates the testing of those deemed critical before patching and upgrades.

Requirements

Skills and Experience:

·       Bachelor’s degree in Computer Science /or relevant disciplines

·       5+ years managing IT systems and platforms

Experienced in supporting key stakeholders

·       Microsoft end-user technologies (MS Windows, AD, MS End-Point-Manager, MS File Server, MS Office Tools, Office365, MS Outlook, MS Teams, and similar), end-user hardware management expertise: management tools, techniques, monitoring, and integration

·       Experience with configuration management, identity and access management, desktop virtualization, collaboration platforms, and other cloud-based services

·       Significant IT related experience

·       Strong understanding of communication technologies, TCP/IP, DNS, VSAT, Microwave, Fiber, mesh networking

·       Good working knowledge of LAN, WAN Network management, DNS, routers, switches, wireless access points, UTM, Firewall, VPN, Web Filtering, IDS, IPS, (Fortigate knowledge is preferable)

·       Strong understanding of VoIP

·       Very good understanding and working knowledge of Microsoft based systems, Windows Servers, Active Directory, DNS, DHCP, MS Teams, Radius, DLP, SIEM, NAC, Print Servers and monitoring.

·       Good working knowledge of Server and Storage management (SAN, NAS, Backup, RAID), and monitoring

·       Good working knowledge of replication technologies

·       Strong understanding of Server and Desktop Virtualization, experience using virtualization tools like HyperV and VMware.

·       Very Good Knowledge of Information Securities and Policies, (ISO27001 knowledge is preferable.)

·       Knowledge and experience of Project management

·       Experience implementing modern management of endpoint devices.

Tech Savvy. Ability to quickly learn, implement and utilize new technologies