IT Support Engineer

Summary

Key Responsibilities

• **Helpdesk support:** Triage and resolve incidents and service requests via ticketing system (Level 1/2); escalate complex issues appropriately.
• **User support:** Diagnose and fix hardware/software problems for desktops, laptops, printers, mobile devices, and peripherals; assist users with account access, permissions, and software usage.
• **Operating systems & applications:** Install, configure, patch, and troubleshoot Windows, macOS, and common business applications (Office suite, collaboration tools, VPN clients).
• **Active Directory & identity:** Manage user accounts, groups, password resets, and access permissions in Active Directory/LDAP and SSO systems.
• **Endpoint management:** Maintain and deploy images, manage endpoint security (antivirus, encryption), and use endpoint management tools (Intune, SCCM, JAMF).
• **Networking basics:** Troubleshoot LAN/Wi‑Fi connectivity, VPN access, and printers; escalate complex network issues to networking team.
• **Asset & inventory management:** Track hardware/software assets, perform audits, and coordinate device provisioning and decommissioning.
• **Backup & recovery:** Support backup solutions for user data and assist with basic file restoration and disaster-recovery procedures.
• **Documentation:** Create and maintain knowledge-base articles, runbooks, SOPs, and ticket notes.
• **Onboarding/offboarding:** Provision/deprovision accounts, configure devices, and ensure secure data handling during employee transitions.
• **Vendor & escalation management:** Liaise with hardware/software vendors and coordinate repairs, RMA processes, and warranty claims.
• **Training & user education:** Provide basic user training and create quick-reference guides to reduce repeat incidents.
• **Continuous improvement:** Identify repetitive issues and propose automation or process improvements to reduce toil.

Qualifications

• Education: Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent practical experience (or relevant certifications).
• Experience: 1–4 years in IT support, helpdesk, or desktop support roles (adjust per seniority).
• Technical skills: Proficient with Windows and/or macOS administration, Office 365/G Suite, common collaboration tools (Teams/Slack/Zoom), endpoint management tools (Intune, SCCM, JAMF), and basic networking concepts (TCP/IP, DHCP, DNS).
• Certifications (preferred): CompTIA A+, Network+, Microsoft 365 Certified, Apple Certified, or equivalent.
• Soft skills: Strong customer-service orientation, clear communication, troubleshooting, and time-management skills.
• Competencies & attributes
• Patient, user-focused, and responsive under pressure.
• Strong diagnostic and problem‑solving ability.
• Attention to detail and accurate documentation.
• Ability to prioritize and manage multiple tickets.
• Team player with willingness to learn and adapt.
• Pay: QAR55.12 - QAR132.14 per hour