Network Assistant Analyst

Overview

This position oversees Field Service operations across Saudi Snacks Foods sites, including two manufacturing plants and the executive leadership team at Riyadh headquarters. The role collaborates closely with Sector/Global IT support and external vendors to uphold service levels and meet customer expectations, ensuring IT infrastructure stability. It features significant customer engagement and serves as the primary escalation contact for users within the Saudi Snacks Foods network. The role also includes project responsibilities, requiring strong communication, prioritization, and cross-functional collaboration skills.

Key Responsibilities

• Provide professional, high-quality customer service to IT users and vendors, promoting a positive IT team image while enforcing IT policies and procedures.
• Oversee Field Services ticket management by prioritizing incidents and service requests based on their urgency and impact, assigning tasks within the team or escalating to higher-level support as needed.
• Monitor ticket progression, remove obstacles, and ensure timely and effective resolution that aligns with SLA commitments, user expectations, and quality standards.
• Work closely with the IT operations team to maintain stable application and infrastructure performance across Saudi Snacks Foods.
• Deliver regular service availability updates to management and relevant stakeholders.
• Support the IT department in delivering IT and business projects successfully.
• Participate in investigations of critical incidents and implement temporary solutions to minimize disruption.
• Maintain infrastructure health by ensuring systems are up-to-date with the latest upgrades and patches.
• Manage and coordinate with third-party suppliers to maintain quality standards.
• Review and approve network low-level designs (LLD).

Qualifications and Skills

• Bachelor's degree in Computer Science or a related discipline.
• Valid CCNA or CCNP certification.
• At least 5 years of IT experience within a large corporate setting.
• ITIL training and Service Delivery certification.
• Proficiency in English sufficient for global stakeholder communication.
• Strong expertise in Office 365.
• Experience with video conferencing platforms such as Zoom and Polycom.
• Knowledge of server and storage technologies.
• Networking proficiency.
• Familiarity with IT process frameworks, relevant roles, and tools.
• Excellent skills in remote collaboration.
• Ability to navigate a matrix organizational structure with complex priorities.
• Experience managing multiple vendor relationships.
• Strong execution capabilities with effective prioritization of projects.
• Capability to multitask, collaborate efficiently, and meet deadlines.
• Excellent interpersonal skills for engagement across business functions.
• A strong desire for continuous improvement and value addition.