Company Description

Established in 2015 and headquartered in the UAE, BitOasis is MENA\xe2\x80\x99s largest crypto platform. The company recently announced the completion of a USD $30m Series B financing, the largest to date of any crypto platform in the region, from a combination of leading global and regional investors including WAMDA, Jump Capital, Alameda Research, and Pantera Capital. Earlier in 2021, BitOasis announced that it had crossed over USD $3bn in trade executed on its platform since inception with half of that volume being originated in 2021 alone.



We are looking for an enthusiastic IT Engineer who will be responsible for providing technical assistance to our colleagues in the office as well as in other offices/markets (remotely). You will diagnose and troubleshoot software and hardware-related incidents and help our colleagues with their day-to-day IT needs. You will work closely with our teams in Dubai, Jordan and the Czech Republic. You will work within the IT guidelines/processes and be a custodian of the IT department to deliver a high-quality service.

You will,

• Providing 1st and 2nd line support to all the IT systems and services provided and used by BitOasis including Call Center.
• Log and track all incidents via the ITSM tool (Jira) and follow the incident management process. Working on escalated Incidents from the IT Service Desk and ensuring that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLAs.
• Working on the regional incidents queues to help drive down the incident volumes (remote support).
• Providing support via the central IT Support Slack channel and ensuring that incidents are logged on behalf of the end users.
• Ensure that priority 1 / critical issues are communicated to the IT leadership team and key stakeholders for visibility and awareness.
• Perform daily checks to ensure uptime for network performance, WIFI, meeting rooms, applications etc.
• Support Call Center by providing related technical support, including configuring and delivering the required hardware devices (laptop, desktop, mifi, headset,,,etc), resolving hardware and software issues and responding to daily operational support issues.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults including replacing damaged parts, ordering new parts when necessary and managing maintenance cycles with vendors.
• Installation of new hardware, software and printers.
• Implementing and assisting with the rollout of new applications or operating systems.
• Preparing new laptops, installation & configuration of computer hardware operating systems (Mac & Windows) and applications as part of the new joiners onboarding processes.
• Working with the People (HR) Team for the leavers (Offboarding) processes, disabling account access, collection of HW devices, revoking application licenses and uninstalling software, and updating the Asset Management tool.
• Coordinate with the local supplier / Procurement team for asset Management/tagging and Tracking.
• Providing assistance to colleagues with technology-related issues.
• Meeting room support for tele/ video conference solutions to minimize disruption to the productivity of meetings. Proactive monitoring to ensure that all meeting rooms tech are online and in working order.
• Problem Management to ensure that incidents are reviewed for recurring issues and Problems are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document known errors.
• Change Management to assess/minimize the impact on production services. Ensure there is communication to the users of any disruption to services.
• Working closely with the IT Security team to ensure Security policies and best practices are up to date and enforced. Follow the security guidelines in place to protect BitOasis Infrastructure and Assets.
• Enforce the IT policies and procedures and act as a custodian of IT and help educate users on best practices, protect data, software and hardware to local IT infrastructure.
• Ensure continuous improvement and will be responsible for infrastructure projects. The timely roll out of new applications, new hardware and security releases as instructed by Dubai HQ.
• Keeping up to date with the latest technology changes and industry practices.
• Help in planning in-house or off-site activities, like company and team events, meetups, and conferences.
• Participate in special projects and perform other duties as assigned.

Qualifications

You have experience in.

• Effectively communicates relevant project information to superiors.
• Delivering engaging, informative and well-organized presentations.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.

You have

• 5+ years of experience.
• Bachelor\xe2\x80\x99s degree in computer science or similar discipline.
• CCNA, MCSA, ITIL (preferred)
• Good knowledge of Google Workspace, Office 365, Jira Service Desk, Single Sign-on (Okta/ Onelogin), Mobile Device Management (MDM) Solutions (Airwatch,Jamf or Jumpcloud).
• Knowledge of Jumpcloud Identity Management.
• Experience of working with Mac OS

Bitoasis