ICT TECHNICIAN (DATA CENTER)

Primary Purpose of the Job

To provide Level 1 and Level 2 technical support as part of the Data Center team for QatarEnergy’s infrastructure and end-user technology services. The role includes handling incidents and service requests, performing routine operational tasks, troubleshooting and resolving common technical issues, monitoring data center and server infrastructure, supporting approved changes, and escalating complex issues in accordance with established procedures. The position contributes to reliable day-to-day IT operations across QatarEnergy sites, including support for Active Directory,Microsoft 365,SCCM,printers, mobile devices, server monitoring, documentation, and IT inventory activities.

Key Responsibilities

• Provide Level 1 and Level 2 support for infrastructure and end-user technology services as part of the Data Center team, ensuring timely response to incidents and service requests across QatarEnergy sites.
• Perform routine user administration and support tasks related to Active Directory, Microsoft 365, SCCM, printers, mobile devices, and other approved IT services.
• Troubleshoot and resolve Level 1 and Level 2 technical issues where within the role scope; document actions taken and elevate complex, recurring, or specialist issues to Engineers or relevant support teams.
• Carry out standard service request fulfilment activities, including account support, access requests, software deployment support, device configuration, operational checks, and approved first- and second-level support tasks.
• Monitor data center infrastructure, servers, services, and health dashboards; investigate initial alerts, take approved corrective actions where applicable, and elevate anomalies or service degradation in line with procedures.
• Support patching, vulnerability remediation, cybersecurity controls, and emergency procedures under approved guidance, including execution of assigned Level 1 and Level 2 operational activities.
• Assist Engineers during infrastructure upgrades, project activities, testing, and deployment tasks as required.
• Maintain accurate operational records, technical documentation, standard checklists, and IT inventory information.
• Provide courteous and clear communication to users, ensuring incidents and requests are handled professionally and in line with service expectations.
• Support QatarEnergy applications on smartphones and tablets, including basic configuration, troubleshooting, and user assistance.
• Participate in shift, standby, or on-call support arrangements when required to maintain continuity of IT services.

Required Experience and Skills

Minimum of 5 years of hands-on technical support experience in IT infrastructure, service desk, data center operations, server support, or a related environment, with exposure to both first- and second-level support activities.

Professional Certifications

• ITIL Foundation, Microsoft, CompTIA, or equivalent technical certifications will be an advantage.

Technical Skills

• Working knowledge of Microsoft Active Directory, SCCM, Azure Active Directory, and standard user/device administration activities, with the ability to perform approved Level 1 and Level 2 support tasks.
• Good understanding of Microsoft 365 services, including Teams, SharePoint Online, OneDrive, Exchange Online, and Intune support activities.
• Good knowledge of Windows Server environments, Group Policy concepts, user access support, and common infrastructure services relevant to Data Center operations.
• Ability to perform routine checks, follow technical procedures, complete standard operational tasks accurately, and carry out approved corrective actions within defined support boundaries.
• Familiarity with Windows desktop support, basic Linux concepts, and standard troubleshooting methods.
• Competent in printer setup, configuration, and troubleshooting across networked environments.
• Familiarity with data center operations, monitoring tools, server health checks, basic infrastructure management, and escalation procedures.
• Ability to use diagnostic utilities and support tools to identify, record, troubleshoot, and resolve common Level 1 and Level 2 technical issues, or elevate appropriately when specialist support is required.
• Experience with E-Fax, enterprise SMS platforms, mobile device support, or similar end-user technology services will be an advantage.

Soft Skills

• Strong communication skills with the ability to explain technical issues clearly and professionally to users.
• Customer-focused mindset with a disciplined approach to incident handling, service request fulfilment, and follow-up.
• Ability to work independently, follow instructions, and collaborate effectively with Engineers, Service Desk teams, Data Center colleagues, and other ICT support groups.
• Organized, reliable, and detail-oriented, with good documentation practice and commitment to operational procedures.
• Willingness to work in shifts, standby, or on-call arrangements when required.

Educational Qualifications

Technical Diploma in Computer Science, Information Technology, Electronics, or related field.