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    Program Coordinator - Doha, دولة قطر - TexasA&M universitiy at qatar

    TexasA&M universitiy at qatar
    TexasA&M universitiy at qatar Doha, دولة قطر

    منذ أسبوع

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    وصف

    Description

    Thenumber one goal of everyone on our team is to make our Clientsexceptionally happy. The FieldEngineer plays a vital role in making sure thathappens.

    TheField Engineerhandles escalated support requests for theService Delivery Team that need tobe handled on-site. They are assigned the support requests thatthe Junior Helpdesk Techniciancan t handle and any projects requiring on-siteimplementation.

    When help is needed,the FieldEngineer can turn tothe Service DeliveryManager for guidance andsupport.

    JobResponsibilities

    CUSTOMERSERVICE

    • Work on andresolve escalated HelpdeskTickets
    • Delight our Clients with aFriendly, Quick, and HelpfulExperience
    • Provide the Client withadvanced on-sitetroubleshooting
    • Provide the Clientwith on-site installation & removal ofequipment
    • On-Site HardwareMaintenance and Support

    USE OF OUR TICKETINGSYSTEM

    • Use our TicketingSystem to work on and resolve Helpdesk Tickets & ServiceRequests.
    • Managing and recording allwork through our TicketingSystem
    • Make sure that ClientDocumentation is wellmaintained
    • Split tickets that haveseveral issues into their own individualticket
    • Make sure that tickets aren tstale throughout theprocess

    PROJECTWORK

    • From time to time,the projects team will need additional resource to help deliverprojects on-site.

    COMMUNICATION, REPORTING &RISK

    • Create and maintaindocumentation for on-siteprocesses
    • Escalate tickets thatrequire Service Delivery Managersupport
    • Communicate to the clientthe status of their ticket every step of the way, notify them ofany changes or outages related to theirissue
    • Submit Timesheets &Expense reports as indicated on theirSOPs
    • Identify, Communicate andMitigate potential risks to theService DeliveryManager andClients


    TEAMWORK

    • Followthe schedule provided by the Service Delivery Manager or ServiceCoordinator / Dispatcher.
    • FollowStandard Operating Procedures (SOPs) for daily/weekly recurringtasks.
    • Follow all our SecurityProcedures and Keep a Vigilant Eye for SecurityIssues
    • Identify opportunities forimprovement and make constructive suggestions forchange.
    • Contribute to the process ofinnovative changeeffectively
    • Undertake other dutiesas required by the ServiceDelivery Coordinator,Service DeliveryManager, orCTO

    SKILLS ANDATTRIBUTES

    DESIRED

    • Alove of (and ability to) Solve Problems &Challenges
    • Great Communicationsskills, founded in being a goodlistener
    • Advanced understanding ofsupport tools, techniques and how technology is used to provideservices
    • Advanced understanding ofoperating systems, business applications, printing systems andnetwork systems
    • Advanced diagnosisskills of technical issues related of end-user hardware &software and networkdevices
    • Advanced experience andunderstanding of structured cabling (tidy cable management isamust)
    • Advancedexperience installing and maintaining networking and VoIPequipment
    • Advanced experience andknowledge of working with the Microsoft 365Platform
    • Advanced experience inclean workstation installations (tidy cable management for end-userdevices, such as computers, monitors, printers,etc)
    • Advanced experience workingwith vendors for expedited troubleshooting of hardware and softwaresystems
    • Must be able to type quicklyand accurately while talking on thephone
    • A deep desire to deliver anamazing Client Experience
    • Advancedknowledge of IT Applications, Software &Hardware
    • The ability to speak bothGeekandhuman
    • GreatCommunications skills, founded in being a goodlistener
    • Adeep desire to deliver an amazing ClientExperience
    • Driverslicense
    • The ability to speak bothGeekandHuman
    • The ability tokeep up with & adapt to the fast-paced ITworld

    NICE TOHAVE

    • Experience using aTicketing system / RMM Tool and PSA software
    • Experience providing support viaremote tools
    • Experience handlingTechnical ServiceTickets
    • Professional ITCertifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM,etc.
    • Client ExperienceCertifications such as Helpdesk Habitsetc.
    • Experience working either on aHelpdesk or for a Managed Service Provider (MSP) / IT SupportBusiness.

    CAREERGROWTH

    For someone looking toprogress in their role, the FieldEngineer naturally leads intoroles such as the ServiceDelivery Manager orCTO.


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