IT Support / Technical Support

Job Title: IT Support Specialist / Technical Support Analyst

Employment Type: Full-time / Part-time / Contract
Reports To: IT Manager / Helpdesk Manager

Job Summary

We are seeking a skilled and patient IT Support Specialist to serve as the first line of defense for technical issues. You will be responsible for troubleshooting hardware, software, and network problems, setting up equipment, and providing exceptional customer service to [internal employees / external customers].

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the primary point of contact for end-user technical issues via [ticketing system, email, phone, Slack, etc.]
• Diagnose and resolve issues related to:
• Hardware: Laptops (Windows/macOS), printers, monitors, docking stations, mobile devices.
• Software: Microsoft 365, Google Workspace, VPN, antivirus, industry-specific applications.
• Network: Basic connectivity (Wi-Fi/Ethernet), password resets, Active Directory user management.
• Escalate complex issues to Tier 2/3 or specialized teams as needed.

Onboarding & Offboarding

• Set up and configure new employee workstations (imaging, account creation, access permissions).
• Manage hardware inventory and decommission devices for departing employees.

Systems & Maintenance

• Perform routine maintenance (patch management, driver updates, security scans).
• Document solutions, procedures, and technical guides in a knowledge base (Confluence, SharePoint, etc.).
• Assist with basic server/cloud administration (e.g., adding users in Azure AD or Google Admin).

Customer Service

• Communicate technical information clearly to non-technical users.
• Follow up on open tickets to ensure user satisfaction and issue resolution.
• Provide remote troubleshooting using tools like TeamViewer, Any Desk, or RDP.

Required Qualifications

Education & Experience

• [1-3] years of experience in IT support, help desk, or technical support.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Industry certifications (any of the following are a plus): CompTIA A+, Network+, Security+, Microsoft 365 Certified, ITIL Foundation, Apple Certified Support Professional (ACSP).

Technical Skills

• OS Proficiency: Windows 10/11 and macOS.
• Productivity Suites: Microsoft 365 (Outlook, Teams, SharePoint) or Google Workspace.
• Directory Services: Active Directory / Azure AD (user/group management).
• Ticketing Systems: Experience with Jira, Zendesk, Fresh service, or ServiceNow.
• Basic Networking: TCP/IP, DNS, DHCP, ping, traceroute.
• Remote Support: Familiarity with remote control tools.

Soft Skills

• Strong problem-solving and analytical thinking.
• Patience and empathy when dealing with frustrated users.
• Excellent written/verbal communication.
• Ability to prioritize and manage multiple tickets simultaneously.

Preferred (Nice-to-Have)

• Experience with [specific software/hardware unique to your company].
• Scripting knowledge (PowerShell, Bash, or Python) for automation.
• Knowledge of endpoint management systems (Intune, JAMF, SCCM).
• Bilingual in [language].

Job Types: Full-time, Part-time

Pay: QAR68,000.00 - QAR98,000.00 per year

Expected hours: 40 per week

Work Location: In person