The Workplace Services Engineer is responsible for providing technical support and expertise for workplace technology solutions as well as assisting in the implementation and maintenance of office infrastructure, troubleshooting technical issues, and ensuring the efficient functioning of workplace technology systems.
Functional Responsibilities
Provide technical support and troubleshooting for QF end-user devices, software applications, and workplace technologies to ensure smooth and efficient operations.
Receive, deliver, install, configure, and maintain hardware and software components, including desktops, laptops, printers, and mobile devices, ensuring they are up to date and comply with security policies.
Manage the return of hardware components from end-users to the QFIT vendor.
Collaborate with cross-functional teams, such as technical support, infrastructure, and applications teams, to resolve complex technical issues and provide effective solutions to end-users.
Resolve or escalate customer reported Incidents and Service Requests assigned to the Workplace Services team.
Manage the backlog to ensure timely resolution of incidents and service requests.
Assist in the implementation and deployment of workplace technology solutions, including software updates, patches, and system upgrades, ensuring minimal disruption to end-user productivity.
Participate in the creation and maintenance of technical documentation, including user guides, knowledge base articles, and standard operating procedures (SOPs), to facilitate self-service and efficient troubleshooting.
Stay updated on emerging workplace technologies, industry trends, and best practices, recommending and implementing innovative solutions to enhance end-user experience and productivity.
Involve in all testing and implementation of any special projects related to end-user devices. Operate end user device management using Qatar Foundation IT management tools (SCCM/Intune).Manage end-user device assets, tracking and updating records on the asset management tool of QF. Liaise with client vendors.
Academic & Professional Qualifications
Bachelors degree in computer science, Information Systems, Engineering, or equivalent.
Experience
2-3 years of experience as an onsite IT support engineer - desktop support.
Skills and Requirements
Knowledge:
In-depth knowledge of computer hardware, software, operating systems (Windows, macOS, Linux), and network systems for diagnosing and resolving technical issues.
Proficiency in managing and troubleshooting hardware components such as desktops, laptops, printers, and peripherals.
Expertise in diagnosing and resolving software-related problems, including operating system issues, application errors, and driver conflicts.
Networking Skills:
Comprehensive understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, VLANs, and Wi-Fi troubleshooting.
Familiarity with network security protocols and practices.
Security Awareness:
In-depth knowledge of IT security best practices, endpoint security solutions, and tools to ensure data protection and prevent security breaches.
Ability to implement and manage security measures such as antivirus, encryption, and access control.
Customer Service:
Excellent interpersonal and communication skills for effectively assisting end-users and providing a positive customer experience.
Ability to explain technical concepts to non-technical users clearly and concisely.
Documentation and Reporting:
Maintaining accurate records of support requests, troubleshooting steps, and solutions for tracking and improving IT support.
Ability to create and update technical documentation and user guides.
Time Management:
Efficiently managing time and prioritizing tasks to meet service level agreements (SLAs) and minimize downtime for end-users.
Ability to work under pressure and handle multiple tasks simultaneously.
Adaptability:
Ability to adapt to new technologies and stay updated on emerging trends in the IT field.
Willingness to continuously improve and learn new skills.
Team Collaboration:
Collaboration with other IT professionals and departments to address complex issues and support IT projects.
Ability to work effectively in a team-oriented environment.
Remote Support:
Familiarity with remote support tools and techniques for supporting remote users and troubleshooting issues from a distance.
Experience with remote desktop software and virtual private networks (VPNs).
Certifications:
Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or vendor-specific certifications (e.g., Apple Certified Support Professional).
Continuous professional development through certification renewals and additional certifications.
Mobile Device Support:
Experience with Active Sync and mobile device management (MDM) solutions for supporting smartphones and tablets.
Knowledge of mobile operating systems (iOS, Android) and related troubleshooting.
IT Service Management (ITSM):
Experience with ITSM tools such as ServiceNow, BMC Remedy, or JIRA Service Desk is an asset.
Understanding of ITIL principles and practices for managing IT services.