IT Support Engineer

IT Support Engineer — Job Description

Summary

Provide technical support and maintenance for end-user devices, desktops/laptops, peripherals, software, and basic network services to ensure reliable IT operations and high user satisfaction.

Key responsibilities

• Helpdesk support: Triage and resolve incidents and service requests via ticketing system (Level 1/2); escalate complex issues appropriately.
• User support: Diagnose and fix hardware/software problems for desktops, laptops, printers, mobile devices, and peripherals; assist users with account access, permissions, and software usage.
• Operating systems & applications: Install, configure, patch, and troubleshoot Windows, macOS, and common business applications (Office suite, collaboration tools, VPN clients).
• Active Directory & identity: Manage user accounts, groups, password resets, and access permissions in Active Directory/LDAP and SSO systems.
• Endpoint management: Maintain and deploy images, manage endpoint security (antivirus, encryption), and use endpoint management tools (Intune, SCCM, JAMF).
• Networking basics: Troubleshoot LAN/Wi‑Fi connectivity, VPN access, and printers; escalate complex network issues to networking team.
• Asset & inventory management: Track hardware/software assets, perform audits, and coordinate device provisioning and decommissioning.
• Backup & recovery: Support backup solutions for user data and assist with basic file restoration and disaster-recovery procedures.
• Documentation: Create and maintain knowledge-base articles, runbooks, SOPs, and ticket notes.
• Onboarding/offboarding: Provision/deprovision accounts, configure devices, and ensure secure data handling during employee transitions.
• Vendor & escalation management: Liaise with hardware/software vendors and coordinate repairs, RMA processes, and warranty claims.
• Training & user education: Provide basic user training and create quick-reference guides to reduce repeat incidents.
• Continuous improvement: Identify repetitive issues and propose automation or process improvements to reduce toil.

Qualifications

• Education: Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent practical experience (or relevant certifications).
• Experience: 1–4 years in IT support, helpdesk, or desktop support roles (adjust per seniority).
• Technical skills: Proficient with Windows and/or macOS administration, Office 365/G Suite, common collaboration tools (Teams/Slack/Zoom), endpoint management tools (Intune, SCCM, JAMF), and basic networking concepts (TCP/IP, DHCP, DNS).
• Certifications (preferred): CompTIA A+, Network+, Microsoft 365 Certified, Apple Certified, or equivalent.
• Soft skills: Strong customer-service orientation, clear communication, troubleshooting, and time-management skills.

Competencies & attributes

• Patient, user-focused, and responsive under pressure.
• Strong diagnostic and problem‑solving ability.
• Attention to detail and accurate documentation.
• Ability to prioritize and manage multiple tickets.
• Team player with willingness to learn and adapt.

Pay: QAR55.12 - QAR132.14 per hour

Work Location: In person