IT Support / Technical Support

Description

Summary: Seeking a skilled and patient IT Support Specialist responsible for troubleshooting hardware, software, and network issues, setting up equipment, and providing exceptional customer service. Highlights: 1. Primary contact for end-user technical issues, troubleshooting various systems. 2. Manage onboarding/offboarding, hardware inventory, and routine maintenance. 3. Opportunity to provide remote support and document technical solutions. **Job Title: IT Support Specialist / Technical Support Analyst** **Employment Type:** Full\-time / Part\-time / Contract **Reports To:** IT Manager / Helpdesk Manager **Job Summary** We are seeking a skilled and patient **IT Support Specialist** to serve as the first line of defense for technical issues. You will be responsible for troubleshooting hardware, software, and network problems, setting up equipment, and providing exceptional customer service to \[internal employees / external customers]. **Key Responsibilities** **Technical Support \& Troubleshooting** * Serve as the primary point of contact for end\-user technical issues via \[ticketing system, email, phone, Slack, etc.] * Diagnose and resolve issues related to: * **Hardware:** Laptops (Windows/macOS), printers, monitors, docking stations, mobile devices. * **Software:** Microsoft 365, Google Workspace, VPN, antivirus, industry\-specific applications. * **Network:** Basic connectivity (Wi\-Fi/Ethernet), password resets, Active Directory user management. * Escalate complex issues to Tier 2/3 or specialized teams as needed. **Onboarding \& Offboarding** * Set up and configure new employee workstations (imaging, account creation, access permissions). * Manage hardware inventory and decommission devices for departing employees. **Systems \& Maintenance** * Perform routine maintenance (patch management, driver updates, security scans). * Document solutions, procedures, and technical guides in a knowledge base (Confluence, SharePoint, etc.). * Assist with basic server/cloud administration (e.g., adding users in Azure AD or Google Admin). **Customer Service** * Communicate technical information clearly to non\-technical users. * Follow up on open tickets to ensure user satisfaction and issue resolution. * Provide remote troubleshooting using tools like TeamViewer, Any Desk, or RDP. **Required Qualifications** **Education \& Experience** * \[1\-3] years of experience in IT support, help desk, or technical support. * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience). * Industry certifications (any of the following are a plus): **CompTIA A\+, Network\+, Security\+, Microsoft 365 Certified, ITIL Foundation, Apple Certified Support Professional (ACSP)**. **Technical Skills** * **OS Proficiency:** Windows 10/11 and macOS. * **Productivity Suites:** Microsoft 365 (Outlook, Teams, SharePoint) or Google Workspace. * **Directory Services:** Active Directory / Azure AD (user/group management). * **Ticketing Systems:** Experience with Jira, Zendesk, Fresh service, or ServiceNow. * **Basic Networking:** TCP/IP, DNS, DHCP, ping, traceroute. * **Remote Support:** Familiarity with remote control tools. **Soft Skills** * Strong problem\-solving and analytical thinking. * Patience and empathy when dealing with frustrated users. * Excellent written/verbal communication. * Ability to prioritize and manage multiple tickets simultaneously. **Preferred (Nice\-to\-Have)** * Experience with \[specific software/hardware unique to your company]. * Scripting knowledge (PowerShell, Bash, or Python) for automation. * Knowledge of endpoint management systems (Intune, JAMF, SCCM). * Bilingual in \[language]. Job Types: Full\-time, Part\-time Pay: QAR68,000\.00 \- QAR98,000\.00 per year Expected hours: 40 per week Work Location: In person