Technical Support Specialist

ECCO Gulf Majorel Qatar; Doha; On-site; QAR 67,000 - 112,000; Full time

Job summary

ECCO Gulf Majorel Qatar is seeking an experienced IT Support Specialist to perform routine maintenance, respond to incidents, and drive problem management for Vision-Box deployments and related systems in Qatar. The role requires strong OS/network/SQL basics, ITIL awareness, and excellent on-site customer service delivery.

You will document issues, publish knowledge base articles, and contribute to continuous service improvements.

Qualifications

• Experience in software and OS installations and configurations.
• Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching).
• Database administration fundamentals (setup, data queries, backup/restore).
• Hardware diagnostic and repair with basic electrical/electronic knowledge.
• 3rd level support experience.
• Strong troubleshooting abilities.
• Basic ITIL v3/2011 understanding.

Responsibilities

• Routine system maintenance and applying software fixes/updates.
• Respond to incidents and perform break/fix to restore operation quickly.
• Contribute to Problem Management with on-site observations.
• Suggest process and tool improvements.
• Seek continuous service improvement opportunities.
• Maintain customer focus and build trust-based relationships.
• Troubleshoot MSSQL and related applications; perform DR where necessary.
• Identify root causes and resolve faults remotely or on client sites.
• Liaise with customer and Service Delivery Manager; communicate proactively.
• Provide on-site early life support and user training.
• Analyze system performance and relate to business benefits.
• Document resolutions in Ticketing System and publish KB articles.
• Install, configure and set up Vision-Box equipment as per manuals.

Skills

Software/OS installations

Networking fundamentals

Database administration basics

3rd level support

Troubleshooting skills

ITIL v3/2011 knowledge

Scripting/Programming knowledge

PKI & security basics

Biometric concepts

ITSM tool usage

Education

Degree in Computer Science, Electronics or related competency

Tools

ITSM tool

Job description

Key Duties and Responsiblites

• Routine system maintenance tasks, applying software fixes/updates and other preventive maintenance tasks to ensure system is working according to the availability requirements;
• Respond to incidents and perform break/fix activities when errors and faults occur in order to restore the equipment operation as quickly as possible;
• Participate in the Problem Management process, contributing with on-site observations;
• Make recommendations for process and tool improvements
• Look for continuous service improvement opportunities
• Customer focus: meeting the expectations and requirements of customer, establishing an effective relationship with customer with trust and respect.
• Troubleshooting critical applications (in-house and 3rd party vendors) and Microsoft SQL Servers if applicable.
• Basic SQL server database troubleshooting and Disaster Recovery (DR) for MSSQL Server if necessary.
• Identify the root-cause analysis and resolve faults both remotely and at the client sites;
• Liaise with customer, on site and remotely, and proactively communicate with the Service Delivery Manager, escalating issues and identifying service improvement opportunities;
• Provide on-site early life support and deliver train to system users;
• Analyse system performance in relation to business benefits;
• Document and publish articles in the Technical Services Knowledge Base;
• Document resolutions and recommendations in the Ticketing System;
• Install, configure and setup Vision-Box equipment according to the installation manuals and/or supervisor instructions;

Technical Skills

• Experience in software and OS installations and configurations;
• Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching, etc.);
• Database administration fundamentals (setup, data queries, backup/restore);
• Hardware diagnostic and repair experience with basic understanding of electrical and electronic components;
• 3rd level support experience;
• Great troubleshooting skills;
• Basic understanding of ITIL v3/2011.

Technical Skills – Highly Desirable:

• Degree in Computer Science, Electronics or related competency;
• Scripting/Programming knowledge;
• Electronic/Robotic fundamentals;
• Basic understanding of Information Security principles, security protocols, and Public Key Infrastructure (PKI);
• Basic knowledge of biometric concepts and technologies
• Basic Knowledge and usage of an ITSM tool
• ITIL Foundation v3/2011 certification.