Helpdesk Technical Support

Important Note: This Job requires Relocation to Qatar.

In this role, you will provide technical assistance, support, and maintenance related to computer systems, software, and hardware by analyzing requirements, resolving problems, installing hardware/software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support.

Responsibilities

• Candidate must know ITIL - ITSM framework process and have experience.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor Service Desk for tickets assigned to the queue; process first in first out based on priority, monitor, and respond quickly via phone, email, and chat.
• Report issues to the Service Desk for escalation.
• Follow internal standard policies and procedures; keep all documentation updated.
• Utilize and maintain the helpdesk tracking software; maintain inventory of all equipment, hardware, and software licenses, and track end-of-life products.
• Assist with onboarding of new users.
• Install, test, and configure new workstations, peripheral devices, and software.
• Perform timely workstation hardware/software upgrades as required.
• Support Windows and Mac clients; basic knowledge of Windows servers and Linux.
• Provide end-user support for Office 365 products (Word, Excel, PowerPoint, Teams, OneDrive, Visio, Project).
• Configure email for domain and non-domain users (Outlook).
• Support all types of mobile devices (phones, tablets, iPads), including corporate email and Wi-Fi setup.
• Set up and support local and network printers.
• Manage conference room setups, including conferencing software, smart TVs, and Skype.
• Configure and support IP phones.
• Provide basic support for Adobe products (Reader, Creative Cloud, Flash Player).
• Support antivirus and endpoint solutions.
• Perform user data backups during offboarding.
• Manage CCTV systems.
• Understand networking (VLANs, subnet masks).
• Basic knowledge of Java products.
• Experience with multiple browsers.
• Stay late in the office, if required, to complete pending/emergency tasks.
• Manage access control systems (creating users, adding permissions).
• Troubleshoot using IT tools; train other staff on problem-solving.
• Write, edit, and revise training manuals for software/hardware.
• Request feedback/monitor calls to improve training methods.
• Run reports to analyze common complaints and issues.
• Provide input and recommendations for policy and practice improvements.

Candidate Qualifications

• Bachelor’s degree (Educational certification).
• 3–5 years of relevant experience.
• Microsoft Windows Clients Certification (Preferred, not mandatory).
• ITIL v4 Certification (Preferred, not mandatory).

Job Type: Full-time

Work Location: In person