Urwah Admin

Burhan Technology Computer Co. W.L.L.

Job Title: Senior Helpdesk AnalystDepartment: Technical Services Location: Kuwait, Full-time onsiteRole OverviewAs a Senior Helpdesk Analyst, you will play a key role in ensuring the smooth handling of customer support requests and incident reports. You will be responsible for analyzing and assessing incoming tickets, assigning them to the right technical engineers, and maintaining continuous communication between customers and the technical team. You will also ensure that all requests are properly logged and tracked in Zoho Desk, in line with defined SLAs and the Company&rsquo;s service quality standards.Key Responsibilities<ul><li>Analyze, categorize, and prioritize all incoming incidents and service requests from customers.</li><li>Create and manage tickets in Zoho Desk, ensuring all details are accurately recorded.</li><li>Assign requests to the appropriate technical engineers or service teams based on expertise and workload.</li><li>Liaise between customers and technical engineers to ensure effective communication and timely updates.</li><li>Track ticket progress and ensure all cases are handled within SLA timelines.</li><li>Escalate unresolved or high-priority issues to the Technical Manager as necessary.</li><li>Generate regular reports on helpdesk performance, open tickets, and response metrics.</li><li>Identify common or recurring issues and suggest improvements to processes or documentation.</li><li>Maintain and update internal knowledge base and procedural documents.</li><li>Support the coordination of internal projects or PoCs as required by the Technical Manager.</li></ul>Qualifications &amp; Experience<ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related discipline.</li><li>3&ndash;5 years of experience in IT Helpdesk or Service Operations.</li><li>Strong understanding of IT service management (ITSM) frameworks and best practices.</li><li>Hands-on experience with Zoho Desk or similar ITSM/ticketing tools (e.g., ServiceDesk Plus, Jira, Freshservice).</li><li>Excellent communication, coordination, and multitasking skills.</li><li>Strong analytical and problem-solving capabilities.</li><li>Proficiency in written and spoken English; Arabic knowledge is a plus.</li><li>ITIL Foundation certification is an advantage.</li></ul>Personal Attributes<ul><li>Customer-focused with a proactive attitude and strong sense of ownership.</li><li>Highly organized, detail-oriented, and capable of managing multiple priorities.</li><li>Effective communicator with strong interpersonal skills.</li><li>Collaborative and able to work seamlessly within a dynamic technical team environment.</li></ul>Job Type: Full-time

Sr. Helpdesk Analyst

Job Title: IT Infrastructure Support EngineerLocation: Kuwait On Site Job Type: Full-Time Department: IT / Infrastructure Reports to: Team Lead SystemsJob Summary:We are looking for a highly skilled System Support/Implementation Engineer with strong experience in Office 365, VMware, Veeam, and enterprise storage solutions. The successful candidate will play a key role in the design, implementation, and maintenance of our IT infrastructure, ensuring optimal performance, scalability, and data protection across the organization.Key Responsibilities:Office 365 / Microsoft 365 Administration<ul><li>Administer and support Office 365 services including Exchange Online, Teams, SharePoint, and OneDrive.</li><li>Manage user accounts, permissions, licenses, and security groups via Microsoft 365 Admin Center and Azure AD.</li><li>Implement and enforce security policies, including MFA, conditional access, and data loss prevention (DLP).</li><li>Support integration between Office 365 and on-premise environments (e.g., hybrid Exchange setups).</li></ul>Systems &amp; Virtualization (VMware)<ul><li>Install, configure, and manage VMware vSphere environments (ESXi, vCenter).</li><li>Provision and manage virtual machines, resource pools, and templates.</li><li>Monitor system performance and ensure high availability of critical systems.</li><li>Apply security patches, upgrades, and firmware updates as needed.</li></ul>Backup &amp; Disaster Recovery (Veeam)<ul><li>Administer Veeam Backup &amp; Replication for both physical and virtual environments.</li><li>Monitor backup jobs, troubleshoot failures, and perform restore testing regularly.</li><li>Maintain and test disaster recovery plans and backup schedules.</li><li>Ensure data retention policies comply with organizational and regulatory requirements.</li></ul>Storage Implementation &amp; Management<ul><li>Design, implement, and manage SAN/NAS/DAS storage systems (e.g., Dell EMC, NetApp, HPE, Synology, etc.).</li><li>Perform storage provisioning, LUN creation, RAID configuration, and performance tuning.</li><li>Collaborate with virtualization and application teams to ensure proper storage integration.</li><li>Monitor capacity and health of storage systems and perform upgrades as needed.</li></ul>Windows Server &amp; Infrastructure<ul><li>Manage Windows Server 2016/2019/2022, including Active Directory, DNS, DHCP, and Group Policy.</li><li>Ensure patch management, system hardening, and antivirus compliance.</li><li>Maintain comprehensive system documentation, diagrams, and procedures.</li><li>Provide Tier 2/3 support for escalated IT issues.</li></ul>Required Skills and Experience:<ul><li>3&ndash;5+ years of experience in IT Systems &amp; Support.</li><li>Hands-on experience with:</li><li>Microsoft 365 (Exchange Online, Teams, SharePoint)</li><li>VMware vSphere (6.7/7.x/8.x)</li><li>Veeam Backup &amp; Replication</li><li>Enterprise storage solutions (SAN/NAS)</li><li>Strong understanding of Windows Server environments and core network services.</li><li>Scripting knowledge in PowerShell is an advantage.</li><li>Experience in monitoring tools (e.g., PRTG, Nagios, SolarWinds) is a plus.</li></ul>Preferred Certifications or equivalent Knowledge.<ul><li>Microsoft 365 Certified (Administrator Associate, Messaging Administrator)</li><li>VMware Certified Professional (VCP)</li><li>Veeam Certified Engineer (VMCE)</li><li>CompTIA Server+ / Network+</li><li>Storage vendor certifications if any (e.g., Lenovo ,HP)</li><li>Driving License is Must</li></ul>Soft Skills:<ul><li>Strong troubleshooting and analytical skills.</li><li>Excellent documentation and communication abilities.</li><li>Able to manage multiple priorities and work under pressure.</li><li>Strong attention to detail and security best practices.</li></ul>Job Type: Full-time

IT Infrastrucure Support Engineer

Join Burhan Technology Computer Co. W.L.L. and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Burhan Technology Computer Co. W.L.L.

ABOUT_COMPANY

Sr. Helpdesk Analyst

IT Infrastrucure Support Engineer