IT Support / Helpdesk

Job Title: IT Support Specialist / Helpdesk Technician

Job Summary

We are looking for a customer-focused IT Support Specialist to join our helpdesk team. You will be the first point of contact for technical issues, responsible for troubleshooting hardware, software, and network problems, ensuring minimal downtime, and delivering excellent end-user support.

Key Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, chat, or ticketing system.
• Install, configure, and troubleshoot Windows/macOS operating systems, software applications, and hardware (desktops, laptops, printers, mobile devices).
• Diagnose and resolve basic network issues (Wi-Fi, VPN, email, internet connectivity).
• Manage user accounts, permissions, and access in Active Directory / Azure AD.
• Document all support requests, resolutions, and recurring issues in the IT ticketing system.
• Set up new employee workstations (imaging, software installation, peripherals).
• Perform password resets, system updates, and antivirus management.
• Escalate unresolved or complex issues to Tier 2/3 support or relevant vendors.
• Create and maintain helpdesk knowledge base articles and user guides.
• Ensure compliance with company IT security policies.

Required Qualifications

• 1–3 years of experience in IT support, helpdesk, or desktop support.
• Strong knowledge of Windows 10/11, Office 365, and basic networking (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow, Freshservice).
• Familiarity with Active Directory (user/group management).
• Basic understanding of MDM (Mobile Device Management) – Intune, Jamf, or similar.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written communication skills – ability to explain tech to non-tech users.
• Customer service mindset with patience and empathy.

Preferred Qualifications

• Associate or Bachelor’s degree in IT, Computer Science, or related field.
• Certifications: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, or ITIL Foundation.
• Experience with remote support tools (TeamViewer, Splashtop, BeyondTrust).
• Basic scripting knowledge (PowerShell, Bash) is a plus.
• Experience supporting VoIP systems or video conferencing tools (Zoom, Teams, Webex).

Pay: QAR75,000.00 - QAR96,000.00 per year

Work Location: In person