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Technical Solutions Specialist

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar Robert Walters Full time
About the Role

We are seeking a highly skilled Technical Solutions Specialist to join our team at Robert Walters. As a key member of our IT support team, you will be responsible for delivering exceptional technical support to our clients and their employees/members.

This is a hybrid role, requiring you to work from our office in Winnipeg and from home at other times. You will be part of a dynamic team that is committed to providing best-in-class resolutions for our customers.

Key Responsibilities
  • Provide Remote Support: Utilize various web-based remote support tools to provide technical assistance to clients as needed.
  • Receive and Respond to Service Requests: Respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA).
  • Process Service Tickets: Process service tickets and assign them to appropriate Jolera onsite technicians or customer-specific internal service resources as necessary.
  • Maintain Service Ticket Ownership: Maintain ownership of service tickets throughout the life of the support incident.
  • Escalate High-Profile Issues: Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
  • Monitor Customer Systems: Actively monitor all customer systems and services and respond to device-down scenarios.
  • Develop Technical Knowledge: Develop knowledge of multiple systems and processes in order to troubleshoot problems.
  • Perform Server Updates: Perform server updates and reboots during customer-designated service windows.
  • React to Onsite Outage Scenarios: React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
  • Monitor Backup Status: Monitor, record, and troubleshoot customer backup status if necessary.
  • Work Rotating Shifts: Work rotating shifts as scheduled by the Service Desk Manager.
  • Follow Quality Standards: Follow all other processes and quality standards as assigned by the Service Desk Manager.
Requirements
  • Education: College diploma or equivalent.
  • Certifications: Current industry-relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
  • Technical Knowledge: Strong knowledge of (and ability to troubleshoot issues related to) Operating Systems, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
  • Productivity Application Suites: Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Outlook-Exchange environments, Adobe Acrobat, etc.).
  • Server-Side Applications: Basic working knowledge of server-side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper-V, VMware vSphere, Citrix Xenserver, etc.
  • Computer Hardware and Software: Basic working knowledge of pro-consumer computer hardware and software interaction (Application/OS threading, memory swapping, disk storage subsystems, etc.).
  • Experience: 3-5 years of previous support experience working in a technology/systems department directly supporting customers.
  • Communication Skills: Strong written and communication skills; strong interpersonal skills.
  • Organizational Skills: Strong organizational and planning skills.
  • Technical Learning: Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
  • Training: Ability to provide generalized end-user training.
  • Technical Communication: Ability to communicate technical concepts and issues to non-technical individuals.