Senior IT Helpdesk Specialist

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Emovis Qatar Full time

About the Company:

Emovis is part of the Abertis Group situated in Doha.

It is a leading Intelligent Transportation Systems (ITS) and Electronic Tolling Collection System (ETCS) integrator, managing several Free Flow System Tolling projects and Congestion Charging Projects covering important roads and areas.


Position Summary:

  • The Senior IT Helpdesk Specialist will be required to manage delivery of 24/7 technical support to the customer in line with the services provided and the SLA. This will require the logging, investigation, and rectification of all incidents and problems on the customer's supported systems. He will be managing the dedicated duty team in 24/7 Shift and oncall support rotation.
  • The Senior IT Helpdesk Specialist is responsible for ITIL support to the Operation & Maintenance department.
  • The Senior IT Helpdesk Specialist will report to Senior Network and IT Team Lead.

Responsibilities:

Organize the Duty Team and take part in the delivery of the following services:

  • Monitoring systems through any monitoring software like SolarWinds Orion, Manage Engine's OP manager, Nagios, Spiceworks, and Site 24x
  • Managing Installations, updates, and maintenance of systems
  • Maintaining awareness of tools, managing training of End Users

Personal Duties:

  • Manage the Duty Team's schedule, plan, attendance & performance
  • Prepare Training materials, Standard Operational Procedures and other documentation
  • Support Internal IT processes
  • Manage Department KPI and reporting

ITIL Responsibilities:

  • Conduct business requirement analysis in O&M department
  • Work to bring together Ops and O&M Departments stakeholders and outline in business terms to define and illustrate clearly the business need and how the underlying technology solution will deliver expected benefits for the organization.
  • Analyze current business processes, work methods, assets/artifacts and propose improvements where appropriate
  • Manage and support to achieve traceability of requirements across the project lifecycle from initiator, to solution requirements baseline, to design, build, test and deploy. Together with other O&M team members, take part to conduct and support Show and Tell sessions with end user community
  • Work together with IT & Network Team Manager to prepare Technology Impact Assessment and Feasibility workshops, propose solution approaches as applicable
  • Prepare Functional Description Documentation for the Solution i.e. solution description understandable to business community, tracing back to requirements and also aligning to overall solution architecture and design with focus to consider how the end users shall perceive and use/benefit from the solution
  • Review and provide feedback for other project key deliverables such as Solution High Level Design, Migration and Test Strategies and ensure compliance with solution requirements

Personal Attributes:

  • Good analytical skills and an ability to define the precise nature of customer
- problems

  • Ability to give specific and clear instructions and problemsolving advice
  • Experience in supporting a production environment as a member
  • Ability to work under pressure and remain decisive
  • Ability to work well in a team
  • Ability to contribute to the definition and structuring of projects/improvement initiatives
  • Ability to structure and draft technical documentation
  • Maintain high awareness and keep up to date with advances in technology
  • Good systems management skills
  • Experience working with 3rd party suppliers

Education/ Qualifications:

  • Bachelors Degree
  • At Least 5 years of commercial IT experience in a similar support role
  • Proficient in English and Arabic (desired)
  • Written and Spoken

Required Skills:

  • Technical and Systems experience include expertise in Desktop, Servers, Networking, Active Directory, M365,
  • Computer skills like operating systems, M365 (Words, Excel, PowerPoint, Visio, SharePoint and OneDrive)
  • Microsoft work environment: SharePoint development, Teams management, PowerApps, OneDrive, Microsoft BI
  • Experience in any service desk tools like SW Web Help Desk, service now, Service Desk Plus
  • Customer Support skills
  • Problem-Solving and Troubleshooting abilities
  • Communication Skills
  • Time Management
  • Teamwork and Collaboration

Desired Experience/Skills:

  • MCP, ITIL, CCNA
  • Must have the ability to participate in a technical team
  • Must be a good team player

Additional Requirements:

  • Ability to be on call as a second line
  • Ability to work out of hours as required to meet the system's operational constraints
  • Authorized to work in Qatar on a permanent basis

Ability to commute/relocate:

  • Doha: Reliably commute or planning to relocate before starting work (required)

Shift availability:

  • Day Shift (preferred)
  • Night Shift (preferred)
Expected Start Date: 14/03/2023

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