IT Support Specialist

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Emovis Full time

About emovis:

EMOVIS is a provider of mobility solutions and services to public bodies and private operators that regulate the use of urban and interurban infrastructures. Emovis has over 40 years experience and over 700 employees across 10 countries, with contracts in the USA, the UK, Puerto Rico, Canada, Qatar and Chile and offices in France, Spain and Croatia.

Job Purpose:

The IT Support Specialist performs analytical, technical, and administrative work with IT Department in planning and installing new and existing devices and workstations. To diagnose and resolve problems in response to client reported incidents. The role will be reporting to Senior IT & Network Team Manager.

Responsibilities:

Your duties will consist of but not limited to:

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

  • Monitor systems through any monitoring software like SolarWinds Orion, Manage Engine's OP manager, Nagios, Spiceworks, and Site 24x7, Incident management, Schedule management tool like OpsGenie
  • Manage Installations, updates, and maintenance of IT systems
  • Maintain awareness of tools, managing training of end-users
  • Support end-users' technical requests and ensure their working environment is fully operational
  • Support end-users' account management, in compliance with on/offboarding processes
  • Ensure realtime proper recording, documentation and closure of service tickets
  • Maintain recommended procedures for modifications or improvements
  • Properly escalate unresolved queries to the next level of support
  • Update client/ business data and produce activity reports
  • Preserve and grow your knowledge of help desk procedures, systems and services
  • Install or input and maintain IP addresses, network accounts and Foolproof passwords

Personal duties:

  • Perform duties actively with team and manage the Duty Team's schedule, plan, attendance & performance reporting
  • Prepare Training materials, Standard Operational Procedures (SOPs) and other documentation
  • Support Internal IT processes and take ownership of the support documentations review and update
  • Manage Departmental and Contractual KPIs, SLAs and reporting
  • Create and manage periodical reports of all technologies being implemented
  • Assess & report daily on attendance, transition, activities of duty support, to the line manager and department head.
  • Manage quality and audits for support related activities, in relation with QHSEM.

Required Skills:

  • Proficiency in English
  • Enthusiastic to learn new technology and in-house applications
  • Proven working experience in providing Help Desk support
  • Understanding of technology directions, trends and strategic business impacts.
  • Working knowledge of help desk tools, databases and remote control
  • Advanced troubleshooting and multi-tasking skills
  • Excellent written and communication skills
  • Knowledge of LAN and WAN
  • A technical, logical thought process
  • Problem-solving and trouble shooting skills
  • An ability to stick to strict deadlines
  • An ability to prioritize and delegate
  • A keen eye for detail
  • Team player and Collaboration
  • Manages and agrees operational priorities with the Department Manager and creates a roadmap of activity
  • Customer Support skills

Education & Experience:

  • BS degree in Information Technology, Computer Science or equivalent
  • Minimum of 4 years of general IT Support experience
  • Experience in any service desk tools like SW Web Help Desk, service now, Service Desk Plus
  • Certification in MCP, ITIL, CCNA is an advantage

Job Prerequisites:

  • Ability to be on call as a second line with 24x7 support
  • Ability to work out of hours as required to meet the system's operational constraints
  • Authorized to work in Qatar on a permanent basis.

Only shortlisted candidates will be contacted.

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