Engineer, It Technical Support
Vodafone Limited
Africa, Doha, Qatar
منذ 13 يوم

ROLE PURPOSE :

Maintain, operate and support all company desktops and laptops.

Design, build and deploy software packages.

Implement the latest technologies and methodologies.

vMaintain and support Meeting rooms, printers and Video Conference units.

Key Accountabilities Key Activities / Decision Areas

1. Properly adhere to desktopService level agreements. Insure that 97 % of assigned Trouble Tickets (TT) are solved within SLA.

Update work log and expected resolution time for all TT.

Properly fill work log of all assigned TT

Follow up Security procedures and processes.

2. Provide Vodafonestaff with up to date Desktop tools to enable them to accomplish their work better and also reflect company image Eliminate the root cause of reportedproblems

Perform Customer quality check visits.

Search for an innovation solution to enhance the Desktop performance.

3. Ensure Systems Integrity.

Key Accountabilities Key Activities / Decision Areas

1. Properly adhere to desktop Service level agreements. Insure that 97 % of assigned Trouble Tickets (TT) are solved within SLA.

Update work log and expected resolution time for all TT.

Properly fill work log of all assigned TT

Follow up Security procedures and processes.

2. Provide Vodafone staff with up to date Desktop tools to enable them to accomplish their work better and also reflect company image Eliminate the root cause of reported problems

Perform Customer quality check visits.

Search for an innovation solution to enhance the Desktop performance.

3. Ensure Systems Integrity.

Follow up andhandle corrective actions till closed.

Insure that all assigned project tasks are closed successfully within due date.

4. Skill Set Development and Research.

Develop technical skills in all Vodafone supported applications.

Develop advanced technical skills in Microsoft Administrations.

Ensure to document all new services to share with all team members.

Ensure to attend all assigned training courses

5. Team work, Appearance, and Professional attitude.

Adequate communication with the team and other teams.

Knowledge transfer within the team and to other teams.

Attendance, Punctuality and Adhering to Formal Dress Code.

Full compliance with IT Guidelines and ISO procedures.

No major complains and escalations from the customers and colleagues

Taking the Ownership and responsibilities attitude.

Key Accountabilities Key Activities / Decision Areas

1. Properly adhere to desktop Service levelagreements. Insure that 97 % of assigned Trouble Tickets (TT) are solved within SLA.

Update work log and expected resolution time for all TT.

Properly fill work log of all assigned TT

Follow up Security procedures and processes.

2. Provide Vodafone staff with upto date Desktop tools to enable them to accomplish their work better and also reflect company image Eliminate the root cause of reported problems

Perform Customer quality check visits.

Search for an innovation solution to enhance the Desktop performance.

3. Ensure Systems Integrity.

Follow up and handle corrective actions till closed.

Insure that all assigned project tasks are closed successfully within due date.

4. Skill Set Development and Research.

Develop technical skills in all Vodafone supported applications.

Develop advanced technical skills in Microsoft Administrations.

Ensure to document all new services to share with all team members.

Ensure to attend all assigned training courses

5. Team work, Appearance, and Professional attitude.

Adequate communication with the team and other teams.

Knowledge transfer within the team and to other teams.

Attendance, Punctuality and Adhering to Formal Dress Code.

Full compliance with IT Guidelines and ISO procedures.

No major complains and escalations from the customers and colleagues

Taking the Ownership and responsibilities attitude.

Reporting to Technical Lead

Education :

Engineering or Computer Science Graduate

Work Experience :

2 Years minimum Work experience preferable at Information Technology field.

PC Knowledge :

Experience in Microsoft environment with Windows 7 and 10 Enterprise, Office 2010, 2016 and Internet Explorer.

Experience in Windows Server and Active Directory platforms.

Ability to provide technical support on both software and hardware includingbut not limited to PCs, printers, and mobile computing devices.

Ability to support remote access via Citrix and other RAS technologies

Experience with remote control tools and reporting tools

Scripting and programming skills is a plus

Excellent knowledge of Microsoft products for both operating system and office automation applications.

Technical skills : nITIL Foundation.

Personal skills :

Strong written and verbal communication Skills

Excellent spoken and written English.

Ability to remain calm under pressure

Strong analytical skills, problem solving and negotiating ability

Ability to work within a team.

Special requirements :

Strong customer service skills.

Hard worker, personable and have a can do attitude

vEnglish : very good.

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