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Urgent! Service Desk Administrator II Job Opening In Kuwait City – Now Hiring V2X

Service Desk Administrator II



Job description

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield.

We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness.

Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties.

Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support.

This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups.

Excellent customer service skills are mandatory.

Program: OMDAC-SWACA

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.


Responsibilities

  • Proactively oversees and manages the service desk operations and staff.
  • Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
  • Act as an escalation point where difficult or controversial calls are received.
  • Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
  • Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
  • Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
  • Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management.

    Report any issues that could significantly impact services.
  • Represents the service desk at meetings.

    Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
  • Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
  • Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
  • Takes overall responsibility for incident and service request handling
  • Performs other duties and assignments as required.

  • Qualifications

  • Qualifications
  • Security Clearance:
  • Requires an active Secret Clearance
  • Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.High School diploma or GED required.This position requires candidates to adhere to DoD 8570.01M.

    All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification.

    Baseline certifications cannot also be used as a Computing Environment (CE) certification.The authorized certifications for this job title are listed as follows:
  • BASELINE: Cisco: CCNA SecurityCisco: CCNP SecurityCompTIA: A+ ceCompTIA: CASP+ ce: Advanced Security PractitionerCompTIA: CySA+ ce: Cybersecurity AnalystCompTIA: Network+ ceCompTIA: Security+ ceCompTIA: SecurityX ceGIAC: GCED: Certified Enterprise DefenderGIAC: GCIH: Certified Incident Handler: Certified Incident HandlerGIAC: GICSP: Industrial Cyber Security ProfessionalGIAC: GSEC: Security EssentialsISACA: CISA: Certified Information Systems AuditorISC2: CISSP (or Associate): Certified Information Systems Security Professional
  • COMPUTING ENVIRONMENT (CE):CompTIA: Server+Microsoft: 365 Certified: Endpoint Administrator AssociateMicrosoft: 365 Certified: Enterprise Administrator ExpertMicrosoft: 365 Certified: Messaging Administrator AssociateMicrosoft: 365 Certified: Modern Desktop Administrator AssociateMicrosoft: 365 Certified: Modern Desktop Administrator AssociateMicrosoft: 365 Certified: Security Administrator AssociateMicrosoft: Certified: Azure Administrator AssociateMicrosoft: Certified: Azure Database Administrator AssociateMicrosoft: Certified: Azure Security Engineer AssociateMicrosoft: Certified: Azure Solutions Architect ExpertMicrosoft: Certified: Identity and Access Administrator AssociateMicrosoft: Certified: Information Protection Administrator AssociateMicrosoft: Certified: Security Operations Analyst AssociateMicrosoft: MCSA: SQL 2016 Database AdminMicrosoft: MCSA: SQL 2016 Database BI DevelopmentMicrosoft: MCSA: SQL 2016 Database DevMicrosoft: MCSA: Windows 10Microsoft: MCSA: Windows Server 2012Microsoft: MCSA: Windows Server 2016Microsoft: MCSE: Cloud Platform and InfrastructureMicrosoft: MCSE: Core InfrastructureMicrosoft: MCSE: Database Management and AnalyticsMicrosoft: MCSE: Enterprise Devices and AppsMicrosoft: MCSE: Private Cloud 2012Microsoft: MCSE: Productivity Solutions ExpertMicrosoft: MCSE: Server Infrastructure 2012Microsoft: MCT: Certified IT ProfessionalMicrosoft: MCT: Certified Systems Administrator
  • Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience.Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment.Proven experience with leading a workforce in a high-tempo environment.Excellent customer service skills are mandatory.Experience with a customer service-oriented company.
  • At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace.

    We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills.

    This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.


    Required Skill Profession

    Supervisors Of Office And Administrative Support Workers



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      Unlock Your Service Desk Potential: Insight & Career Growth Guide


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      An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at V2X adheres to the cultural norms as outlined by Expertini.

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      • 7. Obeying Kuwait laws and regulations
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      V2X interview tips for Service Desk Administrator II

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