Internal Systems Support Specialist

Best Online Insurance Company in The Middle East 2023! We are Qatar Insurance Company (QIC), the leading insurance provider in GCC with a history dating back to 1964.

Mission Digital Hub: To Digitize QIC group to bring its products to the attention of Millions

Our vision is to make QIC Group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QD app (Qatar Digital), we empower customers to manage their needs anytime and anywhere.

• Support of Internal Users:

  • Provide first-line technical support for internal employees regarding third-party systems (e.g., Jira, Confluence, GitLab, etc.).
  • Assist with troubleshooting and resolving issues related to third-party tools and platforms.

• Access Management:

  • Process and manage access requests for internal systems, ensuring compliance with security policies.
  • Monitor and maintain user accounts, access rights, and roles across various platforms (Google Workspace, etc.).
  • Perform regular audits of access rights and implement changes as per organizational requirements.

• Collaboration with Infrastructure Team:

  • Work closely with infrastructure engineers to ensure seamless support for critical systems.
  • Provide feedback on recurring issues and contribute to the improvement of support processes.

• System Monitoring and Alerts:

  • Assist in monitoring key system alerts and respond to issues affecting system performance and availability.
  • Proactively identify potential issues and work to mitigate them before they impact users.

• Training and Documentation:

  • Create and maintain knowledge base articles for end users on common issues and system functionalities.

• Technical Skills:

  • Basic understanding of IT infrastructure, including networks, servers, and cloud services.
  • Familiarity with third-party systems (e.g., Atlassian suite, GitLab, Github, etc.).
  • Experience with ticketing systems (e.g., Jira Service Desk, etc.).

• Access Management:

  • Experience with Google Workspace, or similar systems for managing user rights and access.
  • Understanding of security principles related to identity and access management (IAM).

• Problem-Solving Skills:

  • Ability to troubleshoot technical issues in a logical and systematic manner.
  • Experience in diagnosing user-reported problems and providing timely resolutions.

• Communication:

  • Excellent communication skills, with the ability to explain technical issues in layman’s terms.
  • Proactive approach to keeping users informed about the status of their support requests.

• Customer-Oriented Mindset:

  • Strong focus on user satisfaction and providing efficient, high-quality service.
  • Ability to prioritize and manage multiple support requests in a fast-paced environment.

• Team Collaboration:

  • Ability to work effectively within a team and across departments, maintaining strong relationships with colleagues in other technical teams.
  • Willingness to collaborate with infrastructure teams on resolving more complex issues.

• Education and Experience:

  • Bachelor's degree in Information Technology or a related field is preferred.
  • 1-3 years of experience in IT support, helpdesk, or a similar role.
  • Industry certifications (ITIL, CompTIA A+, etc.) are a plus.

We offer

• Long-term service agreement contract with QIC with 3 months probation period
• We are diverse — our digital nomads work remotely from 20+ different countries
• Payment in US dollars monthly to your bank account using SWIFT
• Full-time remote, work schedule: 5 days per week, Sunday to Thursday, GMT +3 timezone
• Vacation policy: Qatar Holiday Calendar, 28 days of vacation, and 10 sick-day-offs
• Performance reviews are conducted twice a year, with the possibility of a raise in March and September
• Potential opportunity to apply for a Qatar ID and relocation to Doha, Qatar

Benefits

• Group and Individual English language classes
• Compensation for conferences, training, and purchase of necessary tools
• Consultation on tax policies with a manager
• After six months of working with us – RemoteHealth Premium Insurance
• Running club and online yoga classes with a teacher
• Corporate discount in Privilege Program, including Qatar Airways