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Madre Integrated Engineering

Desktop & Video-Wall Support Engineer (Operations Centre)

Madre Integrated Engineering Doha, Qatar

Human Resources Services · 501-1,000 employees

Aug 12
support-engineer Mid (2-5 yrs) Full-time Qatar
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About the role

The engineer will provide advanced diagnostics, root-cause analysis, and maintenance for desktop and video-wall infrastructure within the Operations Centre. They are also responsible for managing OEM support cases, maintaining design documentation, and mentoring junior staff.

What they look for

Desktop Support Video-wall Maintenance Root-cause Analysis Incident Management Firmware Maintenance Software Maintenance Preventive Maintenance Predictive Monitoring Technical Documentation Mentoring Change Advisory Board AV Calibration OEM Liaison ITIL Foundation Diagnostics

Requirements

Candidates must possess a desktop-support certification and ITIL Foundation, along with specific training in Barco or Extron AV systems. A minimum of four years of hands-on experience in a comparable environment is required.

Full description

· Provide advanced diagnostics at system, application and infrastructure level for the system.

· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.

· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.

· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.

· Own the preventive-maintenance procedures and predictive monitoring for the system.

· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.

· Provide technical assessment to the Change Advisory Board for changes to the system.

· Maintain desktops and the TOC video walls, processors and displays; give TOC faults priority; calibrate AV.

Requirements

· Desktop-support certification (e.g. CompTIA/Microsoft); Barco/Extron or AV video-wall training.

· ITIL Foundation.

Experience. 4 or more years hands-on with the specific system in a comparable environment.

Competencies

· Deep product knowledge.

· Diagnostic and root-cause skill.

· OEM liaison.

· Documentation and mentoring.

Key performance indicators

· Advanced-incident resolution within SLA.

· RCA delivered within timeline.

· Repeat-incident reduction.

· Certification currency.

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