Onsite Support Engineer

Description

Summary: Provide second-line onsite technical support for end-user devices and workplace technologies, diagnosing and resolving hardware, software, and operating system incidents. Highlights: 1. Provide second-line onsite technical support for end-user devices 2. Diagnose and resolve hardware, software, and OS incidents 3. Support VIP and critical business users with agreed procedures **Role Description** ● Provide second\-line onsite technical support for end\-user devices and workplace technologies. ● Diagnose and resolve hardware, software, operating system, and peripheral\-related incidents. ● Respond to incidents and service requests assigned through the ITSM system within the agreed SLA. ● Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners, and approved peripherals. ● Support VIP users and critical business users in accordance with the agreed service procedures. ● Coordinate with the Service Desk to ensure timely resolution of escalated incidents. ● Perform on\-site troubleshooting and root cause analysis for recurring technical issues. ● Update and maintain accurate incident records, work notes, and resolution details in the ITSM system. ● Ensure compliance with operational procedures, information security policies, and service management processes. ● Participate in knowledge sharing and contribute to the Knowledge Base. ● Ensure proper shift handover by documenting outstanding incidents, ongoing activities, and operational updates. ● Must be willing to work 24×7 rotating shifts (Morning, Evening, and Night), including weekends and public holidays, based on operational requirements. ● Maintain continuous onsite support coverage to ensure uninterrupted IT services across all operational shifts. ● Participate in Major Incident response and provide on\-site support during critical service disruptions. **Minimum Requirements** ● Bachelor's degree or Diploma in IT or Computer Science. ● ITIL Foundation certification is strongly preferred. ● Minimum 5 years of desktop support experience. ● Strong knowledge of Windows OS, Microsoft 365, Active Directory, networking fundamentals, printers, and any endpoint troubleshooting. ● Experience supporting enterprise environments. ● Excellent troubleshooting and customer service skills. ● Experience with ITSM tools. ● Experience working within enterprise or government environments is highly preferred. ● Experience delivering IT Managed Services is preferred. ● Strong communication and interpersonal skills. ● Ability to work in a 24×7 shift environment where applicable. ● Experience with ITIL processes and ITSM platforms. ● Candidates currently based in Qatar. ● Arabic language skills are considered an advantage where applicable **Salary is negotiable based on experience and skills** Pay: From QAR5,000\.00 per month Experience: * desktop support: 5 years (Required) Language: * Arabic (Required) * English (Required) License/Certification: * ITIL Foundation certification (Required) Location: * Qatar (Required) Work Location: In person