Workshop Supervisor

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar UNITED FOR MANPOWER SOLUTIONS Full time
AboutStaff Domain

StaffDomain connects the best local talent with leading progressivebusinesses from all around the world. We believe greatprofessionals need a great environment to enjoy and thrive in. Wehave a State-of-the-art office facility in Randburg equipped withhigh speed internet and business gradecomputers.

Ourfun and supportive culture underpins our strong focus on learningand development. We work hard to ensure that you receive a stronginduction and learning and development programs customized topropel you towards your long term career goals. That can includecourses that help you attain specific technical skills or a programthat develops you as a team leader. This role will be reportingphysically to the office from day1.

Joinus andenjoy:
  • GreatHealth Insurance for you and 1 dependent from dayone
  • Lifeinsurance from your firstday
  • Marketleadingsalary
  • Attendancebonuses
  • Healthand fitnessprograms
  • Regularsocialactivities
TheHelp Desk Tier 3 position is responsible for providing excellentsupport to clients complex requests via phone, remote access,and/or onsite, in the areas of troubleshooting, researching, andresolving technical problems.

DutiesandResponsibilities
  • Providesremote and/or onsite technical support to callers andclients.
  • Mustbe able to provide high level solutions within SLAtimeframe.
  • Respondsto support tickets to troubleshoot and resolveissues.
  • Maytravel to client locations to perform maintenance on equipment andsolveproblems.
  • Diagnoses,troubleshoots and resolves hardware, software, network and systemproblems, and other clientissues
  • Answersquestions posed by users for both software and hardware relatedissues.
  • Installsupgrades to software orhardware.
  • Workswith networking equipment, recommends and makes changes andimprovements asnecessary.
  • Developsproject plans, system documentation, and work within a structuredchange controlprocess
  • Identifiesissues that should be escalated to appropriate team member andreassigns the ticket to that individual.
  • Follows upwith customers to ensure issue has beenresolved.
  • Passeson any feedback or suggestions by customers to the appropriateinternal team(member).
  • Identifyand suggest possible improvements inprocedures.
  • Performsall other duties asnecessary.


Requirements
  • 4-yearbachelors degree in an IT related major or 2 year technical degreeand relevant experience required.
  • 2 yearsdirectly relatedexperience.
  • PreviousMSP experiencepreferred.
  • Excellentverbal communication skills, including the ability to listen andcommunicate well with clients.
  • Excellentwritten communicationskills.
  • Abilityto develop rapport; good interpersonalskills.
  • Superiorability in problem solving and criticalthinking.
  • An"above and beyond" approach to customerservice.
  • Attentionto detail and a dedication to providing qualityservice.
  • Analyticalthinking.
  • Self-starter,self-motivated with the ability to work with minimalsupervision.
  • Skillsin timemanagement.
  • Goodplanning and organizationalskills.
  • Asense ofurgency.
  • Abilityto assess situations or problems and respondquickly.
  • Experienceusing ticketing and time managementsoftware.
  • Gooddrivingrecord.
  • Abilityto work evenings and weekends asrequired.
  • TechnicalKnowledge &Experience
  • Abilityto troubleshoot computer hardware and standard businesssoftware.
  • Abilityto setup new computers fromscratch.
  • Abilityto add and remove users through activedirectory.
  • Generalunderstanding of Windows Server, Active Directory, and GroupPolicy.
  • Networkingknowledge of IP, DHCP, DNS, Routers, Switches, WIFI, VPN, andothers.
  • Knowledgeof Exchange, Google Apps, and Office365.


4-year bachelor's degree in an IT related major or 2 year technicaldegree and relevant experience required. 2 years directly relatedexperience. Previous MSP experience preferred. Excellent verbalcommunication skills, including the ability to listen andcommunicate well with clients. Excellent written communicationskills. Ability to develop rapport; good interpersonal skills.Superior ability in problem solving and critical thinking. An"above and beyond" approach to customer service. Attention todetail and a dedication to providing quality service. Analyticalthinking. Self-starter, self-motivated with the ability to workwith minimal supervision. Skills in time management. Good planningand organizational skills. A sense of urgency. Ability to assesssituations or problems and respond quickly. Experience usingticketing and time management software. Good driving record.Ability to work evenings and weekends as required. TechnicalKnowledge & Experience Ability to troubleshoot computerhardware and standard business software. Ability to setup newcomputers from scratch. Ability to add and remove users throughactive directory. General understanding of Windows Server, ActiveDirectory, and Group Policy. Networking knowledge of IP, DHCP, DNS,Routers, Switches, WIFI, VPN, and others. Knowledge of Exchange,Google Apps, and Office 365.

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