IT Support Engineer

IT Support Engineer — Job Description

Overview

Provides technical support, troubleshooting, and maintenance for end-user systems, networks, and IT services to ensure uptime, productivity, and a positive user experience.

Key Responsibilities

• Helpdesk Support: Triage, prioritize, and resolve tickets across hardware, OS, software, printers, and peripherals via phone, chat, email, and in-person.
• Desktop & Laptop Management: Deploy, configure, image, and maintain Windows/Mac/Linux endpoints; manage patches, updates, and antivirus.
• User Account & Access Management: Provision/deprovision accounts, manage Active Directory/Azure AD, MFA, group policies, and permissions.
• Software Support: Install, configure, and troubleshoot business applications, email clients, VPNs, and collaboration tools (e.g., Microsoft 365, Google Workspace, Zoom).
• Networking Basics: Troubleshoot LAN/Wi‑Fi connectivity, VPN, and basic routing/ DHCP/DNS issues; escalate complex network incidents.
• Device & Mobile Support: Support mobiles, tablets, printers, scanners, VOIP phones; manage MDM/EMM solutions.
• Incident & Problem Management: Perform root-cause analysis for recurring issues, follow incident response procedures, and document resolutions.
• Asset & Inventory Management: Track hardware/software assets, maintain CMDB, and coordinate equipment provisioning and returns.
• Knowledgebase & Documentation: Create/maintain runbooks, SOPs, FAQs, and user guides; contribute to self-service resources.
• Onboarding & Training: Support new-hire IT onboarding, equipment setup, and brief user training for tools and security practices.
• Escalation & Vendor Liaison: Escalate complex technical issues to senior engineers or vendors and coordinate third-party support.
• Security & Compliance: Apply security best practices (patch management, least privilege), support endpoint protection, and follow compliance policies.
• Projects & Deployments: Participate in IT projects—migrations, rollouts, upgrades—and test deployments.

Required Qualifications

• Associate’s/Bachelor’s degree in IT, Computer Science, or equivalent experience.
• 2+ years in IT support, helpdesk, or desktop support roles.
• Strong knowledge of Windows and macOS OS administration; familiarity with Linux desirable.
• Experience with Active Directory/Azure AD, Microsoft 365/Google Workspace, VPNs, and basic networking (TCP/IP, DNS, DHCP).
• Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Desk) and remote support tools.
• Good troubleshooting, communication, and customer-service skills.

Preferred / Certifications

• CompTIA A+, Network+, Microsoft/Google certifications (e.g., MTA, MS-500, Google IT Support), ITIL Foundation, or equivalent.
• Experience with MDM (Intune, Jamf), scripting (PowerShell, Bash), and automation tools.

Competencies & Skills

• Customer-focused: Clear, patient user communication and escalation judgement.
• Troubleshooting: Systematic root-cause analysis and timely resolution.
• Documentation: Maintain accurate records and knowledgebase entries.
• Collaboration: Work with networking, security, and application teams.
• Adaptability: Learn new tools and support hybrid/cloud environments.

Job Types: Full-time, Permanent

Pay: QAR121.22 - QAR275.25 per hour

Work Location: In person