Smart Solution Support - 1

Hello,
Greetings from Proztec Qatar! I hope everything is going well with you.

We are thrilled to extend multiple exciting job opportunities, and currently, we are hiring for the role of Smart Solution Support - 1 with one of our prestigious clients in Qatar. Below, you will find details of the role, key responsibilities, and requirements.

JOB OVERVIEW

JOB TITLE : Smart Solution Support - 1

LOCATION : Doha, Qatar

EXPERIENCE REQUIRED 10-15 years

GENERAL JOB DESCRIPTION

The Smart Solution Support provides technical and operational support to ensure the seamless adoption, utilization, and performance of TASMU Smart Solutions across ministries, partners, and end users.
This role serves as the first line of support, troubleshooting technical issues, providing user guidance, and ensuring alignment with TASMU’s governance, service, and compliance standards.
The Smart Solution Support contributes to smooth digital service delivery, platform health monitoring, and continuous improvement of operational processes to enhance reliability and user satisfaction.

DUTIES & RESPONSIBILITIES

· Integrate and support Smart Solutions on the TASMU Platform, ensuring full technical and operational alignment with platform standards, architecture, and governance frameworks.

· Provide technical assistance throughout the onboarding process, supporting configuration, deployment, and testing activities to enable smooth adoption by ministries and partners.

· Collaborate closely with solution providers, system integrators, and internal TASMU teams to ensure seamless integration, data flow, and platform compatibility.

· Diagnose, troubleshoot, and resolve technical issues, escalating complex incidents to higher-level support or specialized teams when required.

· Execute standardized onboarding workflows, ensuring compliance with TASMU operational policies, service standards, and documentation requirements.

· Monitor system health and solution performance, using platform tools and dashboards to identify potential issues proactively and support timely resolution.

· Contribute to continuous improvement initiatives, enhancing onboarding efficiency, automating manual tasks, and supporting the evolution of platform capabilities.

· Maintain accurate records and documentation of solution integrations, configurations, and incident resolutions to ensure operational transparency and knowledge sharing.

· Support user and stakeholder communication, ensuring updates, resolutions, and feedback are managed professionally and in line with service expectations.

· Promote service excellence by adhering to SLAs and KPIs, driving consistency, quality, and user satisfaction across all Smart Solution onboarding activities.

SKILLS & ABILITIES

· Technical Support & Troubleshooting:
Provide first-line technical support for TASMU Platform solutions, applications, and services, ensuring high availability and optimal user experience.
Diagnose and resolve hardware, software, network, and integration issues, coordinating with specialized teams to address complex incidents effectively.

· Monitoring & Performance Management:
Monitor platform performance, uptime, and usage trends, identifying issues or bottlenecks that may affect adoption, scalability, or service quality.

· Onboarding & User Enablement:
Assist in the onboarding, configuration, and training of government and private-sector users, ensuring successful integration and operational readiness of Smart Solutions.

· Documentation & Incident Management:
Maintain accurate records of incidents, service requests, and troubleshooting steps, ensuring transparency, traceability, and continuous improvement of support operations.

· Escalation & Coordination:
Escalate unresolved or high-impact issues to technical teams or external vendors, track progress to resolution, and ensure effective communication with stakeholders.

· Deployment & Testing:
Support platform upgrades, solution deployments, and integrations with minimal disruption to live environments.
Assist in testing new features and functionalities to validate performance, compatibility, and readiness prior to release.

· Collaboration & Reliability:
Work closely with product, infrastructure, and network engineering teams to ensure platform reliability, adherence to SLAs, and compliance with operational governance standards.

· Knowledge Sharing & Process Improvement:
Contribute to the development of knowledge base articles, standard operating procedures (SOPs), and best practices, enabling faster issue resolution and continuous learning.

POTENTIAL BACKGROUND

· Bachelor’s degree in Information Technology, Computer Science, or a related field.

· Relevant experience in technical support, IT operations, or solution support, preferably within government environments or large-scale digital platforms.

· Hands-on experience in supporting enterprise applications, cloud services, and integrated platform solutions, with a focus on reliability and user satisfaction.

· Familiarity with network, software, and database troubleshooting, including the ability to diagnose and resolve technical issues across multiple systems and layers.

· Understanding of IT Service Management (ITSM) principles; knowledge of ITIL frameworks or equivalent best practices is considered an advantage.

· Strong customer-service orientation, analytical mindset, and collaborative approach to resolving technical and operational challenges.

PREFERRED TOOLS / SOFT SKILLS

Preferred Tools

Service Management Systems: Experience using ServiceNow, Jira Service Desk, or Zendesk for ticket management, issue tracking, and workflow automation.

• Analytics & Reporting: Familiarity with Power BI dashboards for visualizing performance metrics, incident trends, and service-level compliance.
• Technical Tools: Working knowledge of SQL / MySQL, application log analysis, and middleware platforms to support troubleshooting and data validation.

Soft Skills

• Communication Skills: Strong verbal and written communication, able to clearly document issues and interact effectively with both users and technical teams.
• Customer & Stakeholder Focus: Dedicated to providing exceptional support and maintaining positive relationships with end users and partners.
• Problem-Solving: Analytical and resourceful in diagnosing issues, identifying root causes, and implementing effective solutions.
• Collaboration & Teamwork: Works effectively within cross-functional teams, fostering cooperation between product, network, and operations groups.
• Adaptability: Flexible and proactive in responding to changing priorities, technologies, and user needs.
• Time Management: Capable of managing multiple service requests simultaneously while meeting deadlines and SLA commitments.
• Attention to Detail: Ensures accuracy in troubleshooting, documentation, and service delivery to maintain platform reliability and governance standards.

If you are interested and ready to proceed, kindly share your CV in Word format along with the following details:

Name:

Nationality:

Total Experience:

Relevant Experience:

Current Location:

Visa Status:

Current Salary:

Expected Salary:

Notice Period:

About Proztec:
Proz Technologies (PROZTEC) is a leading ICT specialist firm based in Doha, Qatar (a tax-free country) with over 300 employees. We look forward to the possibility of welcoming you to our growing team.

Thanks & regards,
Syeda Humera
Recruitment Consultant
Proz Technologies
M: 974-70955929
P: 974-4442-0050 Ext: 109
www.proztec.com

Job Type: Permanent

Pay: QAR15,000.00 - QAR20,000.00 per month