Engineer- IT Support

Doha, Qatar

The Infrastructure service enables the reliable and resilient provision of continuous and effective healthcare and life-science research services through a state-of-the-art infrastructure designed with high availability and robust technology. It ensures information stability, continuity, integrity and availability by developing and promoting new programs and technologies.
The Engineer – IT Support reports to the Team Leader – IT Support and works on facilitating the IT requirements for the implementation team. The incumbent is responsible for meeting the implementation team’s IT needs, making recommendations, coordinating the IT and telecommunication implementation and providing user support to all employees.

  • Determines source of concern by interviewing user on the telephone, responding to emails and voicemails, interacting face-to-face on a regular basis
  • Provides a variety of day-to-day support to the implementation team and resolves the issues with the customer or refers the problem to other technical personnel
  • Provides solutions to end-user problems related to computer software and hardware, networking and voice and video technologies in a LAN environment
  • Identifies, organizes, and works with IT Department to initiate all implementation team user requirements and to develop goals, timetables, desired outcomes and evaluative methods
  • Evaluates user needs and system functionality and ensures that IT and telecommunication facilities meet the needs of the implementation team
  • Writes user manuals and technical documentation
  • Manages crisis situations, which may involve complex technical hardware or software problems
  • Assists with the implementation of the Project Management tool
  • Implements efficient integration of data communications for various computer servers, terminals, personal computers, etc. into the data network
  • Maintains client confidence and protects operation by keeping information confidential
  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
  • In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary.


  1. Bachelor’s Degree in computer science, information systems, engineering, or related field
  2. 5+ years as a Technical Support specialist
  3. Extensive troubleshooting knowledge and hands on experience in the following 
  4. Microsoft Windows client OS environment (Windows 7, Windows 8 etc.)
  5. Microsoft Office Applications
  6. Demonstrated hands-on ability in Windows environment, networking environment, hardware, software, and suppliers
  7. Demonstrated excellent communication skills
  8. Demonstrated ability to work under pressure
  9. Demonstrated ability to develop and present technical information in a format understandable to non-technical individuals
  10. Demonstrated ability to write reports
  11. Proficiency with Microsoft Office suite
  12. Fluency in written and spoken English


  1. MAC Technical Support experience
  2. ITIL certification
  3. MCITP/MCSE certification
  4. A+ certificate
  5. Understanding of other desktop operating systems (Mac, Linux)
  6. Understanding of current and emerging technology specifically for the IT healthcare industry



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