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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 يومين

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    وصف

    Description

    The number one goal of everyone on our team is to make our Clients exceptionally happy. The Field Engineer plays a vital role in making sure that happens.

    The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can t handle and any projects requiring on-site implementation.

    When help is needed, the Field Engineer can turn to the Service Delivery Manager for guidance and support.

    Job Responsibilities

    CUSTOMER SERVICE

    • Work on and resolve escalated Helpdesk Tickets
    • Delight our Clients with a Friendly, Quick, and Helpful Experience
    • Provide the Client with advanced on-site troubleshooting
    • Provide the Client with on-site installation & removal of equipment
    • On-Site Hardware Maintenance and Support

    USE OF OUR TICKETING SYSTEM

    • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
    • Managing and recording all work through our Ticketing System
    • Make sure that Client Documentation is well maintained
    • Split tickets that have several issues into their own individual ticket
    • Make sure that tickets aren t stale throughout the process

    PROJECT WORK

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

    COMMUNICATION, REPORTING & RISK

    • Create and maintain documentation for on-site processes
    • Escalate tickets that require Service Delivery Manager support
    • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
    • Submit Timesheets & Expense reports as indicated on their SOPs
    • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients


    TEAMWORK

    • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
    • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
    • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
    • Identify opportunities for improvement and make constructive suggestions for change.
    • Contribute to the process of innovative change effectively
    • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

    SKILLS AND ATTRIBUTES

    DESIRED

    • A love of (and ability to) Solve Problems & Challenges
    • Great Communications skills, founded in being a good listener
    • Advanced understanding of support tools, techniques and how technology is used to provide services
    • Advanced understanding of operating systems, business applications, printing systems and network systems
    • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
    • Advanced experience and understanding of structured cabling (tidy cable management is a must)
    • Advanced experience installing and maintaining networking and VoIP equipment
    • Advanced experience and knowledge of working with the Microsoft 365 Platform
    • Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
    • Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
    • Must be able to type quickly and accurately while talking on the phone
    • A deep desire to deliver an amazing Client Experience
    • Advanced knowledge of IT Applications, Software & Hardware
    • The ability to speak both Geek and human
    • Great Communications skills, founded in being a good listener
    • A deep desire to deliver an amazing Client Experience
    • Drivers license
    • The ability to speak both Geek and Human
    • The ability to keep up with & adapt to the fast-paced IT world

    NICE TO HAVE

    • Experience using a Ticketing system / RMM Tool and PSA software
    • Experience providing support via remote tools
    • Experience handling Technical Service Tickets
    • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
    • Client Experience Certifications such as Helpdesk Habits etc.
    • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

    CAREER GROWTH

    For someone looking to progress in their role, the Field Engineer naturally leads into roles such as the Service Delivery Manager or CTO.



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