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 provide technical and helpdesk support across various IT areas. 2. Role involves managing user accounts, endpoints, and asset inventory. 3. Focus on continuous improvement, user education, and vendor management. **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