IT Support / Helpdesk

Description

Summary: Seeking a customer-focused and technically proficient IT Support Specialist to serve as the first point of contact for end-users, providing prompt and effective technical assistance. Highlights: 1. Serve as the frontline for all IT support requests 2. Manage user accounts and permissions in Active Directory and Azure AD 3. Strong commitment to delivering excellent customer service **Job Title: IT Support / Helpdesk Specialist** **Job Summary** We are seeking a customer\-focused and technically proficient IT Support Specialist to join our helpdesk team. In this role, you will serve as the first point of contact for end\-users experiencing technical issues with hardware, software, and network systems. Your primary responsibility is to provide prompt and effective technical assistance, ensuring minimal disruption to business operations and a positive experience for all users. This role involves diagnosing and resolving a wide range of technical problems, managing service tickets, and escalating complex issues to higher support levels as necessary . **Key Responsibilities** **Tier 1 \& 2 Technical Support** * **Incident \& Request Management:** Serve as the frontline for all IT support requests submitted via phone, email, or the company's ticketing system. Log, categorize, and prioritize incidents and service requests, ensuring adherence to Service Level Agreements (SLAs) . * **Troubleshooting and Resolution:** Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot software issues with operating systems (Windows, macOS) and standard business applications (especially Microsoft 365/Office 365, Outlook, Teams) . * **User Account Administration:** Manage user accounts and permissions in Active Directory and Azure AD/Entra ID. Responsibilities include creating new user accounts, resetting passwords, managing group memberships, and handling onboarding/offboarding of user equipment and access . * **Network Support:** Provide basic network troubleshooting, including Wi\-Fi connectivity, VPN access, and network printer issues. Understand core networking concepts such as TCP/IP, DNS, and DHCP to assist in diagnosing connectivity problems . **Documentation \& Administration** * **Ticket Documentation:** Document all troubleshooting steps, resolutions, and customer interactions clearly and accurately within the ticketing system (e.g., ServiceNow, Zendesk). This ensures a clear history and smooth handoff for escalated issues . * **Knowledge Base Maintenance:** Contribute to the creation and maintenance of a knowledge base by documenting solutions to recurring issues. This helps promote self\-service for users and streamlines future resolutions for the team . * **Hardware \& Asset Management:** Assist with the setup, configuration, and deployment of new hardware. Maintain an accurate inventory of IT assets (laptops, peripherals, software licenses) and ensure they are tracked through their lifecycle . **Escalation \& Collaboration** * **Escalation Management:** Identify and escalate complex issues that cannot be resolved at the Tier 1 level. Provide a complete and detailed handoff to Tier 2, Tier 3, or other specialized IT teams, including a thorough summary of steps already taken . * **User Communication and Follow\-Up:** Keep users informed about the status of their tickets. Acknowledge receipt of a request, provide updates on progress, and follow up after a ticket is closed to confirm the fix was successful and the user is satisfied . **System and Security Maintenance** * **System Health Monitoring:** Monitor IT systems and network performance to proactively identify and address potential issues before they cause disruptions . * **Security Hygiene:** Assist with enforcing security protocols, including assisting users with Multi\-Factor Authentication (MFA), reporting potential phishing attempts, and ensuring data is handled securely . **Requirements** * **Education \& Experience:** * Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience) . * Minimum of 1\-2 years of experience in an IT support, helpdesk, or customer service role . * **Technical Skills:** * **Operating Systems:** Proficiency in Microsoft Windows (Windows 10/11\) and basic understanding of macOS . * **Microsoft 365:** Working knowledge of Outlook/Exchange Online, Teams, OneDrive, and SharePoint . * **Active Directory:** Experience with basic user management (creating, disabling, unlocking accounts) in Active Directory and familiarity with Azure AD/Entra ID . * **Hardware:** Experience with setup, configuration, and basic troubleshooting of desktops, laptops, and printers . * **Networking:** Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN, Wi\-Fi) . * **Ticketing Systems:** Experience with industry\-standard tools like ServiceNow, Zendesk, or Jira is a plus . * **Soft Skills:** * **Customer Service:** A strong commitment to delivering excellent customer service with patience, empathy, and a professional demeanor . * **Communication:** Exceptional verbal and written communication skills, with the ability to explain technical concepts to non\-technical users clearly and effectively . * **Problem\-Solving:** Strong analytical and problem\-solving skills with a detail\-oriented approach to diagnosing issues . * **Time Management:** Ability to prioritize tasks effectively and manage multiple open tickets in a fast\-paced environment . **Preferred Certifications (Not Required but a Plus)** * CompTIA A\+ * CompTIA Network\+ * Microsoft 365 Certified: Fundamentals Pay: QAR60,000\.00 \- QAR75,000\.00 per year Work Location: In person