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Senior Workplace Services Engineer

2 months ago

Doha, Qatar MEEZA Full time

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

**WHAT CAN MEEZA OFFER YOU?**
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- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.**
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- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.**
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- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.**
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- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.**
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- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.**
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- **MEEZA offers market-leading benefits packages.**
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**IMPORTANT STEPS TO FOLLOW**:
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The primary responsibility of the Senior Workplace Services Engineer
- Provide onsite IT support for clients and users.
- Be responsible for resolving or escalating customer reported Incidents and Service Requests assigned to the Workplace Services team.
- Create, document, and review work instructions to help deal with similar incidents and requests.
- Take full ownership of all open Incidents and Service Requests and update them on a daily basis as a minimum.
- Ensure that all Workplace Services processes are followed
- Backlog management to reduce the duration of Incidents or Service Requests remain open
- Provide guidance to Workplace Services Engineers regarding the escalation process
- Inform management of any P1 tickets or problematic tickets and escalate accordingly
- Train new joiners
- Suggest to management ways to improve the service delivered by the Workplace Services
- Raise possible KBAs and guides to management for approval and assignment
- Ensure that all issues related to the Workplace Services Team are escalated immediately to management

As a result, members of the Workplace Services team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes.
- Ability to create work instructions to share acquired knowledge with peers.
- To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc.)
- To work and be measured against strict Service Level Agreements
- Provide clients and users with clear, concise updates in relation to their Incidents and requests.
- Ability to work in all possible shifts.
- Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
- Must have the ability to work effectively in a multi-national, multi-cultural environment

All outputs must adhere to the MEEZA SMF and agreed ISO standards
- Support in the resolution of client-related incidents
- Support continuous communication with all MEEZA clients on the status of their Service Requests
- Maintain technical compliance with all business directions and standards

Undertaking to train entry-level employees
- Application of best-practises to technical and process development.

Provide insight on areas for improvement within MEEZA Workplace Services for process effectiveness and increased efficiency.

**Knowledge, Skills & Experience**:

- Post-secondary education in IT or related field
- Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, CCNA and CCNP)
- Experience with Active Sync and mobile device support
- At least 1-year support of Cisco IPT systems.
- Troubleshooting and problem analysis skills.
- ITIL v3 Foundation (Training will be provided.)
- Experience with HP Service Manager is a plus.
- Operational experience in maintaining complex IT environments.
- Excellent English written and verbal communication skills. Knowledge of Arabic is a plus.

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