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.
Contract Type: Freelance

Key Responsibilities:
Perform, review, and confirm preventive maintenance performed for critical systems to avoid On air output service interruption
Setup, configure, maintain user’s accounts and passwords (functional accounts, distribution groups, etc…).
Prepare & write knowledge base articles and other documentations
Provide immediate support for urgent calls and critical areas (on-Air and web online users, Galleries, Presenters, 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 on timely manner.
Manage and participate in projects related to the section as needed.

Key Requirements:
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 related field
Knowledge on IT technologies, networking and various operating system setup, configurations and technical support skills

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