MUNEER MUHAMMED

Duties / Responsibilities

• Manage and plan for best practice to response incoming requests relate to E-Locks.
• Monitor, Report and quickly act on incoming cases.
• Monitor E-Locks systems and act as support if any system goes down.
• Assist with onboarding of new users.
• Responding queries.
• Manage training of staff members on troubleshooting and diagnosing problems.
• Manage writing, editing, and revising training manuals.
• Manage new solution updates software and/or hardware part.
• Providing first diagnostic of technical questions and problems.
• Following up with customers to ensure full resolution of issues.
• Running reports to analyze common complaints and problems.
• Responsibility to assist My Line Manager in the supervision of the team.
• Assist in the supervision of all the security development, performance and maintenance within the organization
• Assist your Line Manager in achieving complete security management systems in accordance with organization plans and compliance and adherence to legislation and agreed regulatory bodies processes and procedures.

Duties / Responsibilities

(HELP DESK SUPERVISOR)

• Responding to different queries through Email, phone or chat
• Supporting technicians on troubleshooting and diagnosing problems in ATMs
• Providing technical assistance.
• Remotely accessing hardware or software for clients to make changes and fix problems.
• Marinating daily performance of Al Rajhi ATMs.
• Ask questions to determine the nature of problem.
• Follow up with technicians to make sure the issue is resolved.
• Prepare different activity reports.
• Redirect problems to correct resource.
• Provide needed information regarding ATMs.
• Maintain Technical documentation and service catalog on configuration hardware/software problems in ATMs.

(ATM TECHNICIAN)

• Replenishment of machines.
• FLM (First level maintenance) and SLM (Second level maintenance) for DIEBOLD, WINCORE, Hyosung and NCR machines, replacement of malfunctioning parts.
• Cassettes repairing such as WINCORE and NCR.
• CENCON ATM vault lock installation.
• Providing clerical work to the administration.