Description
Position at Al Jazeera Media Network

Summary:
Provide first-line support for all Aljazeera user-base for user-facing hardware, software, desktop, enterprise and broadcast applications. Coach and mentor engineers and lead by example.

Key Responsibilities:
Perform, review, and confirm preventive maintenance performed for critical systems to avoid On air output service interruption
Set up, configure, and maintain users’ accounts and passwords (functional accounts, distribution groups, etc.).
Prepare & write knowledge base articles and other documentation
Provide immediate support for urgent calls and critical areas (on-Air and web online users, Galleries, Presenters, and Studios) with minimal service interruption.
Setup and maintain critical IT devices used by field journalists and external bureaus (Reporters, Cameramen, presenters, etc…) to ensure business continuity and provide support remotely when required
Respond to end-user Incidents and Requests (Calls, E-mails, and ESS) and ensure all calls are logged, updated, and closed accurately as per agreed Service/Operational Level Agreements (SLAs/OLAs).
Coordinate with vendors for repairing faulty IT equipment and ensure critical On-Air devices are replaced and fixed in a timely manner.
Manage and participate in projects related to the section as needed.

Minimum Qualifications and Experience Required:
Bachelor of Science in I.T or related field
ITIL Foundation certification preferred (or ability to become certified within 3 months of hire).
2 years of experience in IT field

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