Global Infrastructure Engineer

Job Description

At Careem we are led by a powerful purpose to simplify and improve lives in the Middle East, North Africa and Pakistan. Were pioneering the development of innovative services to aid the mobility of people, the mobility of things and the mobility of money.Were in the driving seat as we help to define how technology will shape progress in some of the fastest-growing countries in the world. Our teams are building tech to meet the needs of the future in areas including data and AI, e-commerce, technology-enabled logistics, maps, identity, and fintech.We?re well placed to solve complex and meaningful challenges at scale, with deep tech expertise, strong regulatory relationships, a local presence, and increasingly specialised global teams which are structured to operate as autonomous start-ups. Our team of over 400 engineers and developers are empowered to develop cutting-edge technology every day.Careem was established in July 2012, became a wholly-owned subsidiary of Uber Technologies, Inc. in January 2020, and today operates in over 100 cities across 12 countries.About the teamWe are looking for an enthusiastic IT Engineer who will be responsible for providing technical assistance to our colleagues in the Berlin office as well as 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 basecamp and work within the IT guidelines / processes and be a custodian of the IT department to deliver a high-quality service.What youll do

• Providing 1st and 2nd line support to all the IT systems and services provided and used by Careem including the 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 ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA?s.
• 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 that uptime for network performance, WIFI, meeting rooms, applications etc.
• Support Call Center by providing related technical support, including configure and deliver 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 on the roll out of new applications or operating systems.
• Preparing new laptops, installation & configuration of computer hardware operating systems 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 the 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 working order.
• Problem Management to ensure that incidents are reviewed for recurring issues and Problems are highlighted. Provide work arounds, perform Root Cause Analysis (RCA) and document Known Errors.
• Change Management to assess / minimize the impact to 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 Careem?s 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. Timely rollout of new applications, new hardware and security releases as instructed by basecamp (Dubai, UAE).
• 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.
• Comfort in a linux environment and troubleshooting using the Linux command line
• Working with Cloud platforms, Identity and Access Management as well as IT Service Management platforms.

What youll need

• Effectively communicates relevant project information to superiors.
• Delivers engaging, informative and well-organized presentations.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.
• Bachelor?s degree in computer science or similar discipline.
• CCNA, MCSA, ITIL (preferred)
• Basic knowledge and experience in automation with scripting or programming languages such as Bash, Python, Java or JavaScripta plus
• Basic knowledge and experience working with RESTful APIs and JSON.
• Basic knowledge with cloud applications and services (preferably AWS)
• 2-3 years experience.
• Ability to work in rotational shift

Where youll be

• This role is part of a remote distributed team! This means you can be based in any of the countries where we currently have an engineering site. If you would like to join us in Dubai, Berlin, Ukraine, Russia, Poland, Pakistan, Egypt, Lebanon or Jordan, thats fine with us (Visa permitting)!
• Even though we are working remotely, we are strong believers in collaboration and the power of building social connections with our teams. For that reason, our offices are still open and provide plenty of collaboration-friendly spaces at times when teams need it or if you need a quiet space to work outside of home.
• You?ll be working in the location you?re hired from. Due to legal and compensation considerations, you will need to be based out of the country you?re hired from as your primary work location.

What well provide youIn addition to a competitive long-term total compensation with salary and equity, we have a reward philosophy that expands beyond this.As a Careem colleague you will be able to:

• Be part of a Remote-First organisation
• Work from any country in the world for 60 days a year
• Use Unlimited Vacation days throughout the year
• Access fitness reimbursements for health activities including: gym, health club and training classes.
• Work and learn from great minds
• Create impact in a region with untapped potential
• Explore new opportunities to learn and grow every day

Keyskills :