Serco Group Abu Dhabi - United Arab Emirates
Jan 11, 2017Full time
About Serco Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos. Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public. Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management. Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region. We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha. Focussing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region. Key purpose To provide highly effective and cohesive technical support and timely delivery of operations and projects, including planned reactive and preventative maintenance, fault diagnosis and remedial repairs on all defined Audio Visual service deliverables and associated equipment and implementation of correlated projects for the Paris Sorbonne University Contract. To be able to lead the support functionary for all Audio Visual requirements, working alone with minimal supervision, or as part of the IT Services team. Structure and reporting relationship Reporting directly to the SSS Manager, or the approved designated succession authority whilst maintaining a strong customer interface with Sorbonne IT and faculty staff. Based on the specific requirement of the role Key accountabilities Responsible for the installation of A/V equipment including: LCD flat panels, video projection systems, speakers & microphones, cabling, fiber optics, racking and mounting AV devices and control system unit loading, troubleshooting and commissioning. Setup, calibration and technical support for Campus based A/V systems and supporting backbone infrastructure, under the Project Agreement Conduct regular tests on the equipment to determine operating reliability and efficiently as part of planned preventative maintenance. Responsible for hands on installation of audio video products to business requirements/specifications and support the integration across LAN infrastructure, as required. Monitor, troubleshoot and provide first line support for A/V support systems on Contract LAN, including: Active Network, Classroom-based technologies, Projectors, Media Devices, Theatre systems, Application Servers. Monitor, troubleshoot and provide first line support for A/V systems when there are technical questions or problems related to A/V equipment and identifying appropriate solutions. Pulling/crimping/terminating Fiber and Ethernet cables and connecting components as required by blueprints and designs. Perform routine network maintenance and troubleshoot tasks and be familiar with the network infrastructure (cable and patch panels, hubs, switches, router). Liaise and support the IT manager in meeting Contract objectives specifically in relation to the IT and A/V equipment and systems. Carry out and oversee the planned and reactive maintenance on all A/V services and associated backend systems. Work in conjunction with members of the IT Services team, in troubleshooting and implementing A/V systems to achieve client aims and objectives, across security and backup systems. Responsible for the maintenance of and development of Campus IT and A/V resources, through the lifecycle and service programmes. Work in coordination with IT teams to ensure security and backup systems and policies are applied and implemented. Scheduled monthly backups and ensure disaster recovery plans are in place and checked. Be proactive in raising issues concerning the efficient and effective operation of IT and A/V systems. Support in the operational and strategic development of A/V systems and services. Be responsible for achieving agreed project targets as defined by the IT Manager within the resources made available. Provide high levels of customer care which are consistent with the Service objectives / aims and the development of a culture of continuous improvements. Help develop and oversee ongoing programme of maintenance and replacement for IT A/V equipment and systems. Assist the IT Lead and contribute to the development of project proposals around Lifecycle programmes for A/V systems and infrastructure. Interface with the Helpdesk for maintenance disciplines, of reporting and fault management and ensure KPI’s and associated Performance parameters are met with close-out to required standards. Supervise the specialist sub-contractors/service providers and follow escalation processes to ensure timely response and rectification with review of maintenance reports. Maintain accurate reporting and records for all operational assigned tasks, including of the inventory management, and ensure all processes are followed and maintained to approved standards. Continuous review of operations and provide recommendations to improve service delivery and operations. Provide monthly activity report to manager, as directed. Participate in emergency on-call service during non-working hours, weekends and public holidays. Work alone with minimum supervision and/or within a team responsible to the Supervisor. Keep up to date with the latest industry trends, technical requirements and products. Facilitate recommendations which are in-line with industry thinking and international standards. Essential technical and professional skills , knowledge and qualifications Two years working knowledge of A/V equipment; technically proficient with different types of commercial systems including; projectors and projection systems, audio, switching and media systems and control panels. Have at least 5-year experience in TCP/IP, Internetworking, DHCP, WINS, IIS, and DNS servers, with experience of the following systems: Window Server 2003/2008, Windows OS XP/7/10. Ability to trouble-shoot complex audio, video, switching and control systems problems. Must be familiar with standard concepts, practices and procedures of the converged IT and A/V field. At least 3 years of audio visual industry commercial or residential integration installation experience. Experience in configuring and troubleshooting (not programming) Crestron, AMX and Extron A/V control systems required. Hands on experience installing A/V equipment including flat panel displays, video walls, speakers video conferencing systems and control systems. Experience in IT administration and management, operational procedures, technical specifications, disaster recovery plans, and system backup schedules. Have CTS or CTS-i Certification and qualifications from Extron AV Associate Programme, BIAMP, Crestron. Strong and proficient understanding of TCP/IP, OSI/UDP, Windows, Active Directory, Routing, Desktop support. Strong networking and Good verbal and written English language; Customer and service focused Foster good relations with colleagues and other departments and be a good team player. Flexible, excellent attention to detail and ability to identify key issues. Work under stringent deadlines and high pressure team orientated environment. Strong organisational skills, detail oriented, and the ability to handle multiple priorities; Good Interpersonal Skills / Client Facing with ability to liaise in a professional manner with staff/customers at all levels. Handle confidential information in strict confidence. Work with high integrity and minimum supervision - Initiate actions and take ownership of own workload A lively, energetic and strong personality a practical “can-do” attitude. Additional/special features of the role Manage and administer the day-to-day and report on implementation of UAE and SERCO HS&E standards and protocols. Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process Additional Information Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.