Senior IT Engineer

As a Senior IT Engineer at Careem, your primary responsibilities include providing 1st to 3rd line support for all IT systems across the organization, logging incidents via the ITSM tool (Jira), and troubleshooting both hardware and software issues. You’ll play a pivotal role in enhancing the IT service desk experience by managing service requests, resolving incidents within SLAs, and implementing new technologies and processes.

To be considered for the Senior IT Engineer role at Careem, candidates should possess a Bachelor’s degree in computing or a related field, along with 4-5 years of experience in IT support or infrastructure engineering. Essential qualifications also include familiarity with IAM, MDM, Office 365, Slack, and various operating systems. Relevant IT certifications such as MCSE, CCNA, or ITIL are highly valued.

In the Senior IT Engineer position at Careem, you are crucial in the incident management process. You will log, track, and escalate incidents as necessary while ensuring meaningful updates are provided. You will analyze recurring issues, actively contribute to problem management, and ensure that critical incidents are communicated promptly to IT leadership, thus maintaining high service quality.

A Senior IT Engineer at Careem should have a well-rounded IT skill set, including proficiency in troubleshooting network and system issues, understanding of cloud technologies, and basic knowledge of scripting languages like Python or Bash for automation. Familiarity with tools like Zoom, Meraki WiFi, and both Apple and Windows operating systems will enhance your effectiveness in this role.

Careem fosters a vibrant and collaborative company culture that emphasizes personal growth and learning. As a Senior IT Engineer, you’ll be part of a supportive team dedicated to driving impactful changes in the region. With flexible work arrangements and emphasis on work-life balance, we encourage innovation and continuous improvement to create an enjoyable working environment.

In a fast-paced IT environment, I prioritize tasks based on urgency and impact. For instance, during high-pressure situations, I ensure critical incidents are resolved quickly while maintaining communication with affected users. This experience has taught me to remain calm under pressure, manage time effectively, and focus on delivering high-quality service.

My troubleshooting approach begins with understanding the user's perspective and clearly defining the issue. I gather information, replicate the problem if possible, and consult documentation or colleagues when needed. By systematically narrowing down potential causes, I can identify and resolve the issue efficiently.

To stay current with IT developments, I regularly participate in webinars, online courses, and tech forums. I also follow industry news and engage with professional networks to learn from peers. This ongoing education allows me to apply best practices at Careem and enhance our team's capabilities.

I once encountered a server outage that affected multiple users. First, I quickly assessed the situation and communicated the issue to stakeholders. I gathered a team, divided responsibilities to troubleshoot the problem, and implemented a temporary workaround while we worked on a permanent solution. By prioritizing transparency and swift action, we minimized disruption.

I ensure proper asset management by keeping a detailed inventory system updated with all hardware and software assets. Regular audits help confirm that our records are accurate, and I work closely with the procurement team to tag new assets and retire outdated equipment, maintaining optimal operational efficiency.

Effective communication requires clarity and active listening. I use clear and concise language, encourage questions, and provide regular updates on ongoing projects. Utilizing collaborative tools allows for real-time discussions and ensures that everyone remains aligned on goals.

When conflicts arise, I believe in addressing them head-on. I initiate open discussions to understand differing viewpoints, facilitating a respectful dialogue. Finding common ground and aiming for a solution that serves the project and our users ensures a collaborative atmosphere and strengthens team dynamics.

Security is a fundamental aspect of my role. I ensure that all IT practices adhere to security policies and standards. Regular audits, user training, and proactive monitoring help safeguard our infrastructure against potential threats, thus protecting company assets and data.

Yes, onboarding new employees is integral to my responsibilities. I typically prepare their workstations, ensure all necessary software is installed, and guide them through our IT policies. I also provide training resources and act as a point of contact for any tech-related questions in their initial days.

Careem's commitment to making a positive impact in the region is its defining trait. The emphasis on professional growth, collaboration, and work-life balance fosters an empowering environment. I admire that Careem values its employees' aspirations and actively supports them in achieving their career goals.