Onsite Support Engineer

Role Description

● Provide second-line onsite technical support for end-user devices and workplace

technologies.

● Diagnose and resolve hardware, software, operating system, and peripheral-related

incidents.

● Respond to incidents and service requests assigned through the ITSM system within

the agreed SLA.

● Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners,

and approved peripherals.

● Support VIP users and critical business users in accordance with the agreed service

procedures.

● Coordinate with the Service Desk to ensure timely resolution of escalated incidents.

● Perform on-site troubleshooting and root cause analysis for recurring technical

issues.

● Update and maintain accurate incident records, work notes, and resolution details in

the ITSM system.

● Ensure compliance with operational procedures, information security policies, and

service management processes.

● Participate in knowledge sharing and contribute to the Knowledge Base.

● Ensure proper shift handover by documenting outstanding incidents, ongoing

activities, and operational updates.

● Must be willing to work 24×7 rotating shifts (Morning, Evening, and Night), including

weekends and public holidays, based on operational requirements.

● Maintain continuous onsite support coverage to ensure uninterrupted IT services

across all operational shifts.

● Participate in Major Incident response and provide on-site support during critical

service disruptions.

Minimum Requirements

● Bachelor's degree or Diploma in IT or Computer Science.

● ITIL Foundation certification is strongly preferred.

● Minimum 5 years of desktop support experience.

● Strong knowledge of Windows OS, Microsoft 365, Active Directory, networking

fundamentals, printers, and any endpoint troubleshooting.

● Experience supporting enterprise environments.

● Excellent troubleshooting and customer service skills.

● Experience with ITSM tools.

● Experience working within enterprise or government environments is highly

preferred.

● Experience delivering IT Managed Services is preferred.

● Strong communication and interpersonal skills.

● Ability to work in a 24×7 shift environment where applicable.

● Experience with ITIL processes and ITSM platforms.

● Candidates currently based in Qatar.

● Arabic language skills are considered an advantage where applicable

Salary is negotiable based on experience and skills

Pay: From QAR5,000.00 per month

Experience:

• desktop support: 5 years (Required)

Language:

• Arabic (Required)
• English (Required)

License/Certification:

• ITIL Foundation certification (Required)

Location:

• Qatar (Required)

Work Location: In person