Desktop Support Engineer in Qatar

IT Support Engineer

Job Summary:

The IT Support Engineer be responsible of managing and coordinating all user issues and requests within Qatar office. She/he will be also responsible of maintaining all hardware and software asset for the office, support the infrastructure team with activities, as well as managing all the mobile devices in Qatar and across the Gulf region.

The engineer will be a representative of the IT department in the office, promoting a culture of collaboration and customer service.

Job description

Responsibilities and Duties:

End-User Support

· Manage end-user issues escalated by Service Desk (Level 1) through tickets

· Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool, email, phone and in-person

· Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users

· Ensure high-quality resolutions of assigned tickets and managing the expectations of the users

· Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets

· Escalate tickets that are beyond the scope of IT support to the Infrastructure team (Level 3)

Local IT Support

· Build a better customer relationship and trust with business users in Qatar

· Act as a point of contact and 1st escalation point for all IT related issues or requests in the respective site (1st point of contact being the Regional IT Service Desk)

· Strong collaboration with Infrastructure Team (provide remote hands and eyes support for activities where needed)

· Create and update documentation related end-users

· Meeting room health-check (e.g. ensure IT related equipment are properly functioning)

· Troubleshooting printers, scanners and copiers issues and coordinate resolutions with print service provider

· Continuously review and ensure the safety of the IT equipment

· Support IT and Logistics projects as required

· Provide small scale end-user communications and trainings where needed

Desktops and Laptops

· Provision laptops and desktops to end-users as necessary in-line with the End-User Computer Policy

· Deploy standard OS image on desktops and laptops as per current standard process and ensure high-quality

· Raise orders for hardware peripherals, cables and other IT equipment as necessary

· Manage all hardware asset in DOC office throughout the lifecycle (in-stock,

· Work with hardware vendor for repairing hardware failures

· Maintain an up-to-date hardware asset inventory on the Asset Management system. Ensure all assets on the system are reflecting the current status

Mobile Device Management

· Manage the fleet of mobile devices and maintain an up-to-date inventory list of all mobile devices and their users

· Ensure that all new joiners get mobile phones in-line with the mobile policy

· Ensure all company provided mobiles are successfully enrolled in the mobile management system

· Manage activation and de-activation of SIM cards with the telecom provider

· Coordinate with the rest of IT Support Engineers in the Region to manage and distribute mobile devices

Applications

· Install end-user software (licensing validity and availability checks)

· Deployment of new applications (and/or upgrades) and follow-up

· Review unauthorized and end-of-life software and remediate

Security

· Ensure full compliance with the Information Security policy and procedures

· Manual Microsoft Windows patching (Desktop OS) where necessary

· Applications patching (e.g. Java, Adobe Flash)

· Review encryption and antivirus definition status and remediate any issues

· Administrative Privileges management

· Ensure that all provided laptops have the necessary physical security measures

· Provide physical access to staff and visitors as necessary.

Network and Telecom

· Local area network and Ethernet connections support including physical cabling

· Wireless network access support

· Troubleshooting of user internet issues

· Headset phone and softphone setup for call center staff

· Video Conferencing system support, including facilitation of online meetings in coordination with 3rd parties

Skills and Qualification

Communication and Soft Skills

· Excellent communication skills in English, both verbal and written

· Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks

· Conflict Resolution – ability to resolve problems and complex situations

· Active listening and empathy – ability to listen and understand users to address their needs

· Team player – ability to work with a team and influence a positive collaborative culture

· Ability to prioritize work appropriately based on the impact on the business

Technical Skills

· Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)

· Thorough understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software

· Excellent knowledge of Microsoft Office products including O365 and Skype for Business

· Familiarity with network architecture, LAN network protocols and client-server business applications

· Familiarity with Citrix and remote desktop or any VDI platform

· Familiarity with Distributed File Sharing

· Good understanding of ITIL framework or any other service management framework

· Excellent understanding of IT service management tools and ticketing system

· Excellent understand of Active directory and Microsoft Infrastructure Technology

· Good understanding of Microsoft Active Directory delegated domain administration

· Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team

Essential Qualifications

· Bachelor Degree in an IT related field or equivalent hands-on experience

· 2-3 years’ experience in an IT Support role

· MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008

· Certificate in Windows 7 or 10 Troubleshooting and Implementation

Preferred Qualification

· MCITP in Windows Server 2008 or MSCE in Windows Server 2012

· Network+ Certificate

· ITIL v3 Foundation Certification

About the recuiter
Member since Jul 6, 2020
Preethi L.
from Tamil Nadu, India

---

---

Looking for help? Checkout our video tutorial
How to search and apply for jobs

How to apply? Do you have more questions about the Job?
See frequently asked questions