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Program Coordinator

2 months ago

Doha, Qatar TexasA&M universitiy at qatar Full time
Description

The number one goal of everyone on our team is to make our Clients exceptionally happy. The Field Engineer plays a vital role in making sure that happens.

The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can t handle and any projects requiring on-site implementation.

When help is needed, the Field Engineer can turn to the Service Delivery Manager for guidance and support.

Job Responsibilities
CUSTOMER SERVICE
  • Work on and resolve escalated Helpdesk Tickets
  • Delight our Clients with a Friendly, Quick, and Helpful Experience
  • Provide the Client with advanced on-site troubleshooting
  • Provide the Client with on-site installation & removal of equipment
  • On-Site Hardware Maintenance and Support


USE OF OUR TICKETING SYSTEM
  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren t stale throughout the process


PROJECT WORK
  • From time to time, the projects team will need additional resource to help deliver projects on-site.


COMMUNICATION, REPORTING & RISK
  • Create and maintain documentation for on-site processes
  • Escalate tickets that require Service Delivery Manager support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK
  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
  • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change.
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO


SKILLS AND ATTRIBUTES
DESIRED
  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • Advanced understanding of support tools, techniques and how technology is used to provide services
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • Advanced experience and understanding of structured cabling (tidy cable management is a must)
  • Advanced experience installing and maintaining networking and VoIP equipment
  • Advanced experience and knowledge of working with the Microsoft 365 Platform
  • Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  • Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Great Communications skills, founded in being a good listener
  • A deep desire to deliver an amazing Client Experience
  • Drivers license
  • The ability to speak both Geek and Human
  • The ability to keep up with & adapt to the fast-paced IT world


NICE TO HAVE
  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.


CAREER GROWTH

For someone looking to progress in their role, the Field Engineer naturally leads into roles such as the Service Delivery Manager or CTO.



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