Senior Workplace Services Engineer

2 weeks ago

Doha, Qatar MEEZA Full time

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.

What can MEEZA offer you?
- MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.
- MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.
- 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.
- MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.
- 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.
- MEEZA offers market-leading benefits packages.

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