IT Executive Junior

Our Vision:

To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations

every time.

Our Mission:

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live By

• Be Customer Obsessed – “Focus on the customer and all else will follow.”
• Act with Integrity – “We are honest, ethical, and trustworthy in everything we do.”
• Be Curious and Creative – “We constantly innovate and create solutions to bring a lasting positive impact.”
• Lead by Example and Take Ownership – “Be the change you want to see and take ownership.”
• Work Smart and Deliver Results – “You can do more by doing less, better, and faster.”
• It’s All About People – “Be a Team player, together we are stronger.”

IT Executive Junior

The IT Executive Junior will provide essential IT support services to staff, ensuring the optimal use of hardware and software technologies, enhancing system performance, and securing data. This role is crucial in supporting the IT infrastructure by providing tier-one technical support and advising on IT equipment upgrades. The ideal candidate will have over 1 year of experience in IT service support and a strong ability to assist in various IT-related tasks.

Qualifications:

• Minimum of 1 year of experience in IT service support or a related role.
• Basic knowledge of computer hardware, software systems, and IT service management.
• Strong problem-solving skills with attention to detail.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Experience with user account management, and troubleshooting network issues is a plus.
• Familiarity with remote support tools and techniques.
• Ability to handle multiple tasks and prioritize effectively.

Responsibilities:

Technical Support:

• Provide tier one technical support to end-users via phone, email, or in person.
• Install, modify, and perform minor repairs on computer hardware and software systems.
• Monitor hardware, software, and system performance metrics to ensure optimal operation.
• Log and resolve service tickets in a timely manner according to Service Level Agreements (SLAs).

User Consultation & Training:

• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Train users on new software, either in person or through a variety of tutorial channels, often in collaboration with the technical team.

System & Asset Management:

• Maintain IT asset inventories, keeping track of the lifecycle of all IT equipment.
• Set up and manage user accounts, mailboxes, and IT peripherals such as printers.
• Arrange and set up conference calls and meeting rooms as needed.
• Support Wi-Fi and LAN connectivity, including configuration and troubleshooting.

Remote Support:

• Provide remote support to users working from home or in offsite locations, ensuring they have the necessary tools and connections to work effectively.

Documentation & Process Improvement:

• Develop and maintain technical documentation for IT procedures, projects, and processes.
• Perform root cause analysis, develop checklists for common problems, and recommend procedures and controls for problem prevention.

Key Performance Indicators (KPIs):

• Support Response Time:
  Average time to respond to support requests (Target: within 30 minutes during business              hours).
  
• Ticket Resolution:
  Percentage of support tickets resolved within SLA timelines (Target: 95%+).
  
• User Satisfaction:
  User satisfaction rate with IT support services (Target: 90%+ positive feedback).
  
• System Performance:
  System uptime and performance metrics (Target: 99.9% uptime for critical systems)
  
• Asset Management:
  Accuracy of IT asset inventory records (Target: 100% accuracy).
  Timeliness of IT equipment setup for new hires and replacements (Target: within 2 days of request).
  
• Documentation Quality:
  Completeness and accuracy of technical documentation (Target: 100% up-to-date documentation).