Technical Support

Job description / Role

Key Responsibilites:
• Assist in identification and resolution for a problem involving a program, machine, data or system software.
• Installation of new pc’s, Tablet pc’s, configure smart phones for users, install software and configure QFCA specific soft wares.
• Assist with problem resolution and coordinating problem solving with staff
• To proactively provide information to users on progress of outstanding support calls.
• Liaise with colleagues in the ITC team to ensure continuity of service for all users.
• Respond to common enquiries or complaints from customers, management, or members of the ITC team according to design policies and procedures.
• Provide Weekly reports to the Management on the status of the calls/work completed and reason for any pending calls
• Responsible for end user workstation relocation
• Assist in new setup and making sure their IT needs are fulfilled as per the agreed SLA
• Asset Tracking and Inventory register

Operating Environment, Framework and Boundaries:
• Operates within a structured environment reporting to IT Manager or his designated staff.
• Works according to established policies, procedures and ITC guidelines.
• Completed assignments or reports are generally reviewed by manager/supervisor.
• Works and Operates as part of the ITC team within a multinational, multicultural environment having a high level of positive interaction with clients and employees of a wide variety of backgrounds.
• Operates within objectives and internal policies to achieve goals and targets.
• Handles safeguards private/ confidential information.

Communications and Working Relationships:
• Frequent communication with IT manager or his designated staff to discuss work objectives.
• Frequent communication with IT Dept. employees to follow up on work deliverables.
• Communicate with vendors or 3rd party support for calls assigned by the head of line manager

Problem Solving/Complexity:
• Performs assigned duties in accordance with defined standards, policies and procedures given the flexibility to define own working methods and procedures.
• Strong problem solving and research skills.
• Ease users by offering them alternate solutions until a permanent fix is agreed with the second level support

Decision Making, Authority and Responsibility:
• Works under supervision and direction from manager. In accordance with defined standards, policies and procedures; however, excepted to use initiative under certain circumstances;
• Strong organizational skills, Ability to establish and maintain effective working relationships with managers and employees.

Requirements

Education, Knowledge/Skills and Experience:
• Degree in IT related field.
• Should have 5+ years of experience working with Government Bodies, Multinational and multicultural organizations in the same manner
• 7+ years of proven experience in IT operations which must include MS office products, operating system environment, printers and different help desk software’s
• Excellent verbal and written communication skills.
• Entry level Knowledge of MS CRM 365
• Gain skill and confidence in thinking quickly under pressure.
• Enjoy the thrill of multi-tasking.
• Microsoft Certifications recommended
• Basic Knowledge of Active directory
• Sound knowledge of Laptop encryption and security

Working Hours:
• Normal Operational Hours Sunday-Thursday 8:00am – 5:00pm

About the Company

A leading Financial Organization in Qatar.