Technical Support Specialist

TP; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

TP in Doha is seeking an IT Infrastructure Engineer to perform routine maintenance, respond to incidents, and assist with problem management for on-site and remote environments.

The role covers troubleshooting applications, SQL Server, DR, and hands-on deployment of Vision-Box equipment, with a focus on service delivery and customer satisfaction.

Candidates should have ITIL knowledge and a solid grounding in networking and hardware diagnostics; on-site work is required.

Qualifications

• Degree in Computer Science, Electronics or related field.
• Strong knowledge of ITIL v3/2011.
• Experience in on-site and remote support.

Responsibilities

• Perform routine system maintenance and apply software fixes and updates.
• Respond to incidents and perform break/fix activities to restore operation quickly.
• Participate in Problem Management with on-site observations and improvements.
• Look for continuous service improvement opportunities.
• Customer focus: establish trust-based relationships with customers.
• Troubleshoot critical applications and MSSQL databases; perform DR testing if needed.

Skills

Software installations

OS configurations

Networking fundamentals

Database administration basics

Hardware diagnostics

3rd level support

ITIL knowledge

Troubleshooting

ITSM tools

Education

Degree in Computer Science / Electronics

ITIL certification

Tools

Vision-Box

ITSM tool

SQL Server

Job description

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;

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.