Technology Support Engineer
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الوصف الوظيفي Provide first‐line support for all Aljazeera user‐base for user‐facing hardware, software, desktop, enterprise and broadcast applications. Coach and mentor engineers and lead by example. KEY RESPONSIBILITIES & ACCOUNTABILITIES 1 Perform, review, and confirm preventive maintenance performed for critical systems to avoid On air output service interruption 2 Setup, configure, maintain user’s accounts and passwords (functional accounts, distribution groups, etc...). 3 Prepare & write knowledge base articles and other documentations 4 Provide immediate support for urgent calls and critical areas (on‐Air and web online users, Galleries, Presenters, Studios) with minimal service interruption. 5 Setup and maintain critical IT devices used by field journalists and external bureaus (Reporters, Cameramen, presenters, etc...) to ensure business continuity and provide support remotely when required 6 Respond to end user Incidents and Requests (Calls, E‐mails and ESS) and ensure all calls are logged, updated and closed accurately as per agreed Service/Operational Level Agreements (SLAs/OLAs). 7 Coordinate with vendors for repairing faulty IT equipment and ensure critical On‐Air devices are replaced and fixed on timely manner. 8 Manage and participate in projects related to the section as needed. OTHER RESPONSIBILITIES 1 Record all IT hardware & software assets using the followed Asset Management process. 2 Prepare general reports relevant to the job and submit it to superiors 3 Perform other duties relevant to the job as requested by superiors and act as a higher role as needed. 4 Train new employees within Technology Support team JOB REQUIREMENTS / QUALIFICATIONS Education: • Bachelor of Science in I.T or related field • ITIL Foundation certification preferred (or ability to become certified within 3 months of hire). Minimum Required Academic Degree: Bachelor Degree Experience: • 2 years of experience in related field. Minimum Required Relevant Experience Years: 2 Year(s) Skills: • Written and verbal communication • Troubleshooting and Problem Solving Skills Knowledge: • IT Hardware and Software • IT technologies, networking and various operating system setup, configurations and technical support skills Abilities: • Able to provide technical support to end user quickly • Able to work under pressure • Able to work in assigned shifts • Able to multitask • Able to provide Remote Support • Adaptability and flexibility Core Competencies: 1‐ Al Jazeera ethics and code of conduct. 2‐ Al Jazeera spirit. 3‐ Diversity. 4‐ Integrity. Work Environment: Job Demands: Physical Characteristics: •Be in good physical condition •Ready to carry/move IT equipment Other Characteristics: 7. PERFORMANCE MEASURES • Meeting IT KPIs • Quality and accuracy of deliverables • Delivering services within the SLA (Service Level Agreement) within technology standards • Ensure Security of delivered services TOOLS & EQUIPMENTS • Testing Equipment • Ticketing system • Remote Desktop Utility المهارات •Be in good physical condition •Ready to carry/move IT equipment تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/technology-support-engineer-4452537/ |
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