IT Helpdesk/Telephony Support Engineer


About this role

About this role

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 COMPANY 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

**** Looking for Locally Available Candidates

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Start applying immediately

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  • Certifications (optional)
  • Job references (optional)
  • Motivation Letter (optional)
  • Resume
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Any questions remaining?

Your consultant, Jervis Jimmy Dey is happy to clarify anything about this vacancy. When reaching out, use the pub number:

Account manager

Jervis Jimmy Dey
Brunel Energy Qatar Doha

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