• Full Time
  • Qatar

Support Team

Technical Support Engineer

Responsibilities

  • Proactive in handling tickets and assigned tasks.
  • Troubleshooting Intalio product-related matters (along with SharePoint and SQL) with clear reproduction steps and RCA.
  • Respects SLAs and escalates when other dependencies or individuals are affecting the KPIs.
  • Follow the assigned tickets, from the early stages of troubleshooting until it’s handed over to the developer, till it’s fixed and confirmed by the client.
  • Accurate reporting of ongoing tickets, closed tickets, pending tickets.

Qualifications and Experience

  • Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Engineering (or equivalent combination education or experience))
  • At least 2 year’s experience in a Technical Support role in the software industry, ideally for content services, BPMS, and digital transformation company or a similar role
  • Technical knowledge in the main role of AD/DC, DNS, load balancers, Aliases, and listeners
  • Good organization and prioritization skills
  • An ability and drive to work independently and as a team contributor
  • Excellent communication skills able to get message understood and understand the intent from a wide range of stakeholders (from C-level to users potentially)
  • ITIL, Sharepoint, and SQL certifications are nice to have
  • Ability to analyze and resolve problems
  • Focus on customers
  • Experience in working in a complex environment with multiple partners through the change & release processes.
  • Experience working in large scale project environments with multiple project releases.
  • Language skills (English and Arabic).
  • Strong Technical Background in:
    o SharePoint Administration, configuration, installation.
    o SQL server Administration and scripting, Configuration, and Installation.
  • Experience in either designing, implementing, or maintaining highly available and redundant environments: Production and disaster recovery layers.
    o Basic knowledge in F5 and Netscaler is needed to understand the application redundancy
    o knowledge on how DNS works
    o SQL AAG/Clustering
  • Experience in Enterprise Content Management Solutions is a great added value (Content Services)

Additional Information 

  • Experience: 2 years
  • Reports To: Support Manager
  • Effective Date: ASAP
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