PROJECT Helpdesk Operator (016jc) vacancy in Qatar ()

This company is bidding on a contract in Qatar, which is a very long term contract which is NOT a Rotational role but permanently based in country and is seeking PROJECT Helpdesk Operator

The contract award date if very soon, and would be looking for individual to commit in joining the contract early February 2014, with three rounds of interviews, and the final interview being held in Doha.

Job Description
Mission
• A PROJECT Helpdesk Operator (Level1) is a single central point of contact for all user so PROJECT IT resources and shall have tiered support structure to respond to user inquiries.
• Tier-one support shall be equipped to answer and resolve the most commonly asked questions through the use of a PROJECT knowledgebase..
• Other responsibilities include being part of 24x7on-­-call rotation.

Main Tasks and Duty of Jobholder
The activities led by PROJECT Helpdesk Operator (Level1) after suitable training managed by CUSTOMER, are:

• Offering the appropriate first level support tools (collective knowledge base, closed issues search tools, etc).
• The service desk logs and management of all incidents, service requests and access requests and provide an interface for all other service orientated processes and activities
• Managing the life cycle of incidents and requests, escalating them as appropriate and closing them when the user is satisfied with the result.
• Recording all job cards within CMMS software
• Assigning the criticality of the incident
• Assigning the incident to the level2
• Providing first level of solution to the end user (using knowledge database)
• Creating job card when critical alarm are displayed on the Supervision
• Keeping users informed of the status of services, incidents and requests.
• Ensuring the receiving inquiries via any PROJECT communication means, including phones, intranet web forms, e-mails, etc.
• Recording for documenting the configuration of the system
• Answering technical queries
• Providing on-the-job training to new department staff members

Pre-requisites

Education:
• Basic reading, writing, and arithmetic skills required. This is normally acquired through high school diploma or equivalent.
• Qualified technician IT system administration (computers, network and databases).

Certification:
• Microsoft Certified Technology Specialist (MCTS)
• Desired4+ years experience with IT systems technology, enterprise class environments, high-availability, hardware/software installation and Microsoft Server 2003, 2008 configurations and administration, as well as UNIX/LINUX (RedHat)environments.
• Strong Windows/Linux trouble shooting skills, he/she needs to have experience with different Windows and UNIX/LINUX utilities.
• Good knowledge of Web Server IIS, Apache, Firewall and of an IP network environment (LAN, WAN), TCP/IP, addressing, layout, routing
• Experience in system administration (SW installation, system supervision and fault localization, user profile management, database management (Oracle, Postgre SQL, MSSQL) backup/restore operations)
• Knowledge of the commands and management tools network (ping, trace route, Wireshark, telnet)

Understanding of the following topics:
• Understanding of encryption devices and software, and network architecture, Voice & VOIP, Routers and Switches
• Understanding of fibre channel switches, SAN and NAS technologies.
• Experience with HP/Oracle/Cisco Enterprise level hardware infrastructure Proficient scripting skills in Powershell, or shell Troubleshooting skills of real time production environment along with deployment and support of newer systems.
• Perform daily system monitoring and gather data/metrics for performance and data reporting trending.

Language:
• English
Clearance:
• To be able to get Qatari resident visa
• To be able to get EU country defence clearance (e.g; EU Confidential)

Other:
• Able to follow written and verbal instructions
• Able to work independently but also strong team player
• Able to create professional documentation and reporting
• Able to think strategically and conceptually while managing details
• Excellent communication and interpersonal skills
• Strong trouble shooting skills.
• Highly motivated self-starter and team player

As stated this role is a permanent role in Qatar and not in rotation (30 days holydays per year).

Depending on the level of responsibilities, the salary will be between 4500 and 6000 euros. This salary does not include the house or apartment, the car, the laptop, the trip to Europe (twice a year), insurance (life and medical) and other expenses.