Please note that you must be eligible to work in Qatar

The IT Helpdesk/Telephony Support Engineer is to coordinate the support for the overall UC and its related infrastructure. The infrastructure used for the UC system is deployed on the Qatar sites and is currently multi-tenanted. Each of the current instances relies on a hybrid system composed of the following main sub systems:

  • Cisco UC infrastructure
  • Netcall Self Service Infrastructure
  • Redbox Recorder
  •  All of the above systems are integrated into the emovis IT architecture and are connected to the data centre in Qatar

Responsibilities

The role of the support person is to ensure the following is in place:

  • Ensure that on a day to day basis the UC system is available, and that all monitoring is acted upon and any corrective maintenance applied
  • Provide advice and guidance to emovis operations with regards to system reporting
  • Provide mentoring and training to Level 1 support staff
  • Progresses all assigned tickets and ensure timely updates back to the service desk
  • Support and provide access for ‘joiners and leavers’ process
  • Ensure licenses are up to date and effective allocation of licenses is in place
  • Ensure that patching is monitored and maintained as per agreed cycle.
  • Ensure system is supported and any or EOL risks are highlighted and mitigating actions in place to prevent non-compliance or other service affecting issues
  • Conduct service reviews with third party suppliers and sub-contractors
  • Evaluate and assess new technologies or solutions with 3rd party suppliers
  • Follow up on tickets which are with 3rd party suppliers
  • Act as escalation point for critical issues on the system
  • Investigate any system upgrades and changes that could be made to provide more reliable or efficient systems
  • Provide support for any developments on the system, and coordinate these with all the relevant operations
  • Plan and undertake changes to software/hardware/infrastructure
  • Ensure documentation is up to date
  • Available to visit data centres as and when required to provide support and corrective maintenance.
  • Have a good level of competency in Networks with an understanding of the telephony and the overall infrastructure
  • Have a good understanding of Windows domains and security aspects

 

Requirements

  • Exceptional listener and communicator who effectively conveys information verbally and in writing
  • Highly analytical thinking with demonstrated talent for identifying scrutinising, improving and streamlining process
  • Flexible team player who thrives in environments requiring ability to effectively prioritise
  • Results driven with a strong attention to detail
  • Must have the ability to participate within a technical team
  • Ability to analyse connectivity issues with custom applications within the network
  • Ability to develop technical documentation for the non-technical user
  • Ability to coach and mentor support engineers to develop operational capability
  • Manages and agrees operational priorities with Service Delivery Manager, creates a roadmap of activity to support the target operating model
  • Ability to highlight and manage service risks and own action remedial service improvement actions.

Qualifications

  • Bachelors Degree or equivalent (e.g. Computer Science)
  • Minimum 3 years professional experience in a similar role
  • Proficient in English – Written and Spoken. Arabic is desirable
  • Cisco CCNA/CCNP or CCIE an advantage
  • Experience in the tolling industry, and of the Unified Communications requirements for this industry
  • Knowledge of VOIP Technologies and platforms and solutions
  • Understanding of PCI and requirements
  • Must have the ability to participate within a technical team
  • Ability to analyse connectivity issues with custom applications within the network
  • Ability to develop technical documentation for the non-technical user
  • Valid driving license in Qatar
  • Ability to be on call as a second line
  • Ability to work out of hours if required to meet with the system operational constraints
  • Authorised to work in Qatar on a permanent basis