Technology Support Engineer

Job Description JOB PURPOSE SUMMARY Provide first‐line support for all Aljazeera user‐base for user‐facing hardware, software, desktop, enterprise and broadcast applications. Coach and mentor engineers and lead by example. KEY RESPONSIBILITIES & ACCOUNTABILITIES 1 Perform, review, and confirm preventive maintenance performed for critical systems to avoid On air output service interruption 2 Setup, configure, maintain user’s accounts and passwords (functional accounts, distribution groups, etc…). 3 Prepare & write knowledge base articles and other documentations 4 Provide immediate support for urgent calls and critical areas (on‐Air and web online users, Galleries, Presenters, Studios) with minimal service interruption. 5 Setup and maintain critical IT devices used by field journalists and external bureaus (Reporters, Cameramen, presenters, etc…) to ensure business continuity and provide support remotely when required 6 Respond to end user Incidents and Requests (Calls, E‐mails and ESS) and ensure all calls are logged, updated and closed accurately as per agreed Service/Operational Level Agreements (SLAs/OLAs). 7 Coordinate with vendors for repairing faulty IT equipment and ensure critical On‐Air devices are replaced and fixed on timely manner. 8 Manage and participate in projects related to the section as needed. OTHER RESPONSIBILITIES 1 Record all IT hardware & software assets using the followed Asset Management process. 2 Prepare general reports relevant to the job and submit it to superiors 3 Perform other duties relevant to the job as requested by superiors and act as a higher role as needed. 4 Train new employees within Technology Support team JOB REQUIREMENTS / QUALIFICATIONS Education: • Bachelor of Science in I.T or related field  • ITIL Foundation certification preferred (or ability to become certified within 3 months of hire). Minimum Required Academic Degree: Bachelor Degree Experience: • 2 years of experience in related field. Minimum Required Relevant Experience Years: 2 Year(s) Skills: • Written and verbal communication • Troubleshooting and Problem Solving  Skills Knowledge: • IT Hardware and Software • IT technologies, networking and various operating system setup, configurations and technical support skills Abilities: • Able to provide technical support to end user quickly • Able to work under pressure • Able to work in assigned shifts • Able to multitask • Able to provide Remote Support Read More

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