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Technical Support Specialist
ECCO Gulf Majorel Qatar
Doha
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Job details

Pay information not provided
Doha

Full 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.
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