IT Support Engineer

Description

Summary: Provide comprehensive technical support and maintenance for end-user devices, software, and basic network services to ensure reliable IT operations and high user satisfaction. Highlights: 1. Opportunity to resolve incidents and service requests via ticketing system 2. Engage in hardware/software problem diagnosis and user assistance 3. Contribute to continuous improvement and user education initiatives **IT Support Engineer — Job Description** **Summary** Provide technical support and maintenance for end\-user devices, desktops/laptops, peripherals, software, and basic network services to ensure reliable IT operations and high user satisfaction. **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 Work Location: In person