Egis
IT Support Officer
EgisQatar18 hours ago
Full-timeRemote FriendlyEngineering
Company Description

Egis is a leading global architectural, consulting, construction engineering, operations and mobility services firm. We create and operate intelligent infrastructure and buildings that both respond to the climate emergency and contribute to balanced, sustainable and resilient development. Our 20,500 employees operate across over 100 countries, deploying their expertise to develop and deliver cutting-edge innovations and solutions for clients. Through the wide range of our activities, we are central to the collective organisation of society and the living environment of citizens all over the world."

With 3,500 employees across 8 countries in the Middle East, Egis has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), Egis is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. Egis’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers.

Job Description

The IT Support Officer is responsible for technical support to users by diagnosing and resolving software and hardware issues, maintaining software and hardware, and continuous improvement.

The position’s holder can’t be successful without complying with the relevant procedures, directives, and other legal requirements of the Quality Management System, fulfilling the accountabilities of this position in accordance with corporate policies, Code of Conduct and Code of Ethics Standards.

The main responsibilities are:

  • Client Support: the IT Support Officer provides assistance to users in the use of software or hardware. He performs interventions either remotely or on-site and serve as the first point of contact for users, handling first or second-level support as per their role. He is responsible for following up on client cases from incident opening to resolution and closure, diagnosing and correcting malfunctions described by users, and escalating issues beyond their scope.
  • Diagnosing, Correcting, and Preventive Maintenance: the IT Technician is responsible for diagnosing and correcting software and hardware malfunctions, performing preventive maintenance.
  • Continuous Improvement: the IT Technician gathers functional improvements desired by users, integrates new components according to defined standards, and ensures preventive maintenance. He contributes to the implementation of updates and evolutions, conducts tests before deployment, and creates and implements knowledge bases and user help documents. He is also involved in training, documentation, and process redesign.
  • Software Management: the IT Technician should be able to input and interpret data according to software management rules. This involves reproducing client issue tests to propose solutions.
  • Equipment Maintenance: identifying the usage and conditions of solutions or equipment over their lifecycle is crucial. The IT Technician is expected to perform maintenance and alert in case of malfunctions or potential anomalies.
  • Client Relationship Management: maintaining a respectful and professional relationship with project stakeholders is essential. The Technician should adapt their posture and communication organization to the work situation, choosing the most appropriate communication method for client responses.
  • Effective Communication: the IT Technician must listen actively and share pertinent information, adapting and drafting communication materials to fit objectives and context. They communicate clearly and effectively in both written and oral forms, especially in incident contexts.
  • Innovation and Process Management: analysing needs and participating in the search for innovative ideas and solutions is important. The IT Technician adapts proven solutions to similar context characteristics and suggests improvements for quality client service.
  • Teamwork and Collaboration
  • Activity Prioritization: identifying and planning assigned activities is important. The IT Technician prioritizes client requests based on urgency and severity within their project.
  • Autonomy Development: proposing improvements within given instructions and being proactive in suggesting process and treatment improvements for recurring client requests is expected
  • Performance Indicator (KPIs): proposing improvements within given instructions and being proactive in suggesting process and treatment improvements for recurring client requests is expected
  • 2–4 years of experience in IT support, system administration, or a similar role.
  • Average ticket resolution time.
  • User satisfaction and feedback ratings.
  • System uptime and reliability metrics.
  • Compliance with IT policies and security standards.


Qualifications

  • Technical Skill Set


The candidate should be expert on below tasks & techniques

  • 2–4 years of experience in IT support, system administration, or a similar role.
  • Windows OS installation, Office 365 Apps, End-point Security setup & user account setup
  • Understanding & basic experience on Network Domain, Active Directory setup & network protocols
  • DNS, DHCP, TCP/IP, Printer & file sharing setup.
  • Structure cabling, termination and network test.
  • Installation of internet connection & wireless Access points
  • End Point Security Antivirus installation & activation.
  • Local File Sharing & NTFS Security permissions
  • Inventory management & reporting
  • Maintaining LAN/WAN infrastructure, Wi-Fi, routers, switches, and firewalls.
  • Troubleshoot connectivity and performance issues related to network devices.
  • Support the implementation of network upgrades and security improvements
  • Support the IT Manager in implementing cybersecurity best practices and policies.
  • Assist users in adhering to IT security guidelines and data protection protocols.
  • Provide first and second-level technical support to staff on hardware, software, and network issues.
  • Diagnose and resolve technical problems in person, via phone, email, or remote access tools
  • Monitor system performance and carry out routine maintenance to ensure reliability and security.
  • Assist in setting up, configuring, and deploying new systems and devices.

Key Skills

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