Job Description

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 high-level technical support, and drive continuous improvements in system processes.

Job Responsibility:

· Provide expert-level support for end-user hardware and software issues, including complex system configurations, troubleshooting, and problem resolution. · Manage and maintain the organization's 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 end-user 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 self-service 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 (S-Max, 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 incident's 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