Qatar - Onsite - IT Support Engineer

Job Role: IT Support Engineer

Experience: 5 years

Location: Qatar (Onsite)

Duration: 1 years (extendable)

Summary:

We are seeking a for an IT Support Engineer with at least 5 years of experience in IT support and systems administration.

This role demands a highly skilled individual who can manage complex IT infrastructures provide highlevel technical

support and drive continuous improvements in system processes.

Job Responsibility:

Provide expertlevel support for enduser hardware and software issues including complex system configurations

troubleshooting and problem resolution.

Manage and maintain the organizations IT infrastructure ensuring reliability and performance of servers networking devices

and software applications.

Design test and implement new system solutions and updates to enhance functionality and user experience.

Lead IT projects including planning coordination and execution ensuring projects meet deadlines and budget constraints.

Monitor system performance generate performance reports and conduct regular system audits to detect areas of

improvement.

Develop and maintain comprehensive documentation for system configurations processes and service records.

Train and mentor junior IT staff providing guidance on technical issues and promoting best practices.

Serve as the primary liaison between users IT team and external vendors ensuring effective communication and

coordination.

Implement security measures and protocols to protect data and IT resources conducting regular security audits and updates.

Assist in disaster recovery planning data backups and system redundancy strategies.

Stay abreast of the latest industry trends and technologies recommending upgrades and new technologies that might benefit

the company.

Handle escalated issues from junior team members providing direction and solutions to ensure timely resolution

Make suggestions for improvements or enduser education to reduce recurrence of issues.

Maintaining a positive empathetic and professional attitude toward customers at all times .

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Educate Users to drive more selfservice and preventive measures.

Ensure customer satisfaction and provide professional customer support.

Conduct regular assessments of user feedback including Customer Satisfaction Surveys.

Building trust relationships with End users.

KNOWLEDGE AND EXPERIENCE:

Minimum Five years experience in large IT Support Team and must have following experience

Should have Desktop Platforms Software and Business Application Support :

Remote troubleshooting and diagnosis of OS issues on Users devices.

Remote installation upgrade configuration troubleshooting and diagnosis of desktop and business application on

user s devices and any other applications used by IT users

Assist and answering users How to questions related to desktop and business Application.

Ensure adherence to licensing agreements and oversee software renewal through Software license management tool

provided by Client.

Assist in testing and evaluating new applications.

End User Account Management & Support :

Creation deletion extend and unlock of AD users and maintain user s information/details as per standards .

Support in reset password according to approved procedures and deal with password issues .

Configuration of email account on Users devices .

Troubleshooting and diagnosis of user AD accounts email account email archiving and calendar issues on user s

devices .

Microsoft Office 365 and Collaboration Support:

Remote installation upgrade and configuration of MS Office 365 applications on user s devices and as per standards .

Remote troubleshooting and diagnosis of MS Office 365 issues.

Provide support for Mail clients and establish email connectivity.

Assist users on MS Office 365 applications capabilities and collaboration tools (Excel Word PowerPoint OneDrive

Skype MS Teams etc.).

Desktops Laptops Tablet Printers and Mobile devices Support:

Troubleshooting and diagnosis of user s devices remotely like (Computers laptops Printers Network Printers

scanners etc.) or any other IT equipment.

Adding/sharing and configuring printers to the user s devices .

Troubleshooting and diagnosis of printing failures printer s software and network issues remotely.

Assist users to configure their emails in mobile devices.

Remote troubleshooting and diagnosis of mobile devices Email software and network issues .

Monitor devices throughout their lifecycle including managing repairs replacements and retirements.

Printing Services Support :

Replacing consumable parts for small and multifunction printers .

Troubleshooting and diagnosis of printing/scanning failures and issues.

Basic troubleshooting and diagnosis of printer s hardware software and network issues .

Monitor Users printers using a Print Management tool provided to ensure both proactive and reactive support is

utilized.

Central point of contact for company/vendor relationship management related to printers and to resolve issues .

Network and Security Service Support:

Configuring and troubleshooting VPN profiles and connection for End Users.

Act immediately on identified machines infected and reported by SOC team and act accordingly such as call back and

alerts generated by security appliances and following the forensic analysis procedure .

Assistance / removal of security threats (e.g. viruses worms malwares) and removal from the computing

environment.

Applying recommended fixes and/or patches (if required) .

Coordination of activities with other service groups for the purposes of security remediation.

IP Telephony Services Support:

Installation and configuring the IP Phone using IPT solution.

Maintain and update MOPH Users IP phone numbers in IPT solution and Microsoft AD.

Basic troubleshoot and diagnosis of IP phone hardware and software issues.

Managing Tele and video meetings and conferences.

IT Assets Management :

Managing and maintaining IT users assists via asset management system provided by MOPH and as per MOPH standards.

Assign IT assets to MOPH users and update all users IT asset movement.

Establish a secure process for data wiping and proper disposal of devices at the end of their useful life to prevent data breaches.

Experience in Using ITSM or Ticketing System (SMax Summit Manage Engine Service Desk Service Now Remedy HP ITSM ..) Excellent in handling Incidents Change Management Request for fulfillment Processes

Excellent Knowledge in handling SLA Time (Response Escalate Notify Resolution )

At least ITIL V3 or V4 Certified Have IT Hardware Certificate

Excellent Knowledge in writing email answer phone Call center capability

First level of IT Infrastructure (network Systems . Applications) troubleshooting and incidents response.

Excellent background in IT Network ( Application Servers FW Router Switch DNS DMZ Protocols Configuration Understands Topology VPN ) .

Understand IT Network Performance & Availability monitoring.

Extensive experience working in Service Desk environments.

Knowledge and Understand of Alarms related to Deferent servers hardware systems DB Storage Backup Applications Experience in performance and Status Report

Excellent Knowledge in Deferent type of Security Procedures Deferent type of Attacks

Certifications:

• University Degree in Computer Science or a related subject
• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Solutions Associate (MCSA)
• ITIL Foundation V3 or V4
• Comp TIA Security
• CompTIA Network
• CompTIA Systems
• Cloud Foundation
• International computer driving license (ICDL) or HW certificate

Language Skills:

• Arabic
• English
• Hindi

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