IT Support Specialist

Description

Summary: Seeking a customer-focused IT Support Specialist to troubleshoot hardware, software, and network issues for a seamless employee experience. Highlights: 1. Serve as primary point of contact for end-users 2. Troubleshoot Windows, macOS, and Linux operating systems 3. Customer-centric problem solver with strong communication skills **Job Title: IT Support Specialist** **Employment Type:** Full\-Time **Reports To:** IT Manager / Director of Technology **Position Overview** We are seeking a customer\-focused **IT Support Specialist** to serve as the first line of defense for our internal technology infrastructure. You will be responsible for troubleshooting hardware, software, and network issues while ensuring a seamless employee experience. The ideal candidate combines deep technical knowledge with excellent communication skills, turning complex IT problems into simple solutions for non\-technical staff. **Key ResponsibilitiesTechnical Support \& Troubleshooting** * Serve as the primary point of contact for end\-users via ticketing system, Slack/Teams, email, and walk\-ups. * Diagnose and resolve technical issues related to **Windows, macOS, and Linux** operating systems. * Troubleshoot hardware failures (laptops, printers, peripherals) and coordinate RMAs/warranty repairs. * Manage user accounts, permissions, and access controls within **Active Directory** and **Microsoft 365/Azure**. * Support conference room AV equipment and video conferencing tools (Zoom, Teams, Webex). **System Administration \& Maintenance** * Image, deploy, and configure new workstations using tools like **Intune**, **JAMF**, or **MDT**. * Monitor system performance, patch management, and antivirus updates to ensure security compliance. * Assist with onboarding/offboarding: set up hardware, software, and access for new hires; decommission accounts for departing employees. * Maintain accurate inventory of all IT assets (hardware, licenses, software). **Security \& Policy Enforcement** * Enforce IT security policies, including password complexity, MFA, and data encryption. * Assist in incident response for phishing attempts, malware, or security breaches. * Educate employees on best practices for data privacy and cybersecurity awareness. **Documentation \& Improvement** * Create and maintain knowledge base articles, SOPs, and user guides for common issues. * Identify recurring problems and recommend long\-term solutions or automation. * Participate in IT projects (e.g., cloud migration, system upgrades, new software rollouts). **Qualifications** **Required Skills \& Experience (For Tier 1/Entry\-Level)** * **1\+ years** of experience in IT support, helpdesk, or a related internship. * Working knowledge of **Windows 10/11** and **macOS**. * Familiarity with **Office 365** administration and basic networking (TCP/IP, DNS, DHCP, VPN). * Experience with ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow). * Strong troubleshooting mindset and ability to research unknown issues independently. * Excellent verbal and written communication skills. **Preferred / Advanced Skills (For Tier 2/Mid\-Level)** * **3\+ years** of IT support experience in a corporate environment. * Experience with **Azure AD**, **Intune**, or **JAMF** for device management. * PowerShell or Bash scripting for automation. * Knowledge of **networking** (firewalls, switches, VLANs, Wi\-Fi troubleshooting). * Certifications: **CompTIA A\+**, **Network\+**, **Microsoft MD\-100/101**, or **Apple Certified**. * Experience supporting **SaaS applications** (Salesforce, Slack, Google Workspace, etc.). **Soft Skills \& Attributes** * **Customer\-centric:** You genuinely enjoy helping people and have patience with non\-technical users. * **Problem Solver:** You don't just fix the symptom—you find the root cause. * **Adaptable:** You thrive in a fast\-paced environment and can pivot priorities quickly. * **Organized:** You can juggle multiple tickets while maintaining high attention to detail. * **Team Player:** You collaborate well with other IT team members and cross\-functional departments. Pay: QAR65,000\.00 \- QAR78,000\.00 per year Work Location: In person