Digital Experience Engineer

IT & Network
Qatar 🇶🇦
October 18, 2023

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Job Description

Key Accountabilities

  • Member of IT Service Desk Team.
  • Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
  • Taking ownership of faults and managing them in a logical and methodical manner.
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues.
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Skills

Other Accountabilities

Required Qualifications & Experience:

•   University Degree (IT)

•   At least 3 years or above relevant IT related experience.

•   Has a network support experience or background (CCNA equivalent).

•   Has a Windows OS and Microsoft Applications support experience or background (MCP equivalent).

•   Has a Windows Administration support experience (MCSA equivalent)

•   Has a Citrix support experience or background on Thin-Client implementation.

•   Has a SCCM administration or support experience is a must. 

•   Has a good communication skills and customer oriented individual (BPO experience).

•   ITIL certification

•   Team player, flexible on work shift timing schedule.

•   Willing to work on demanding environment with minimal supervision

Language

•   English – Fluently Oral & Written

•   Arabic Speaking added as an advantage

Education

Bachelor degree or equivalent

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