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IT Support Engineer [Relocation to Qatar for 3 Months, Short Term Contract]

Doha, Qatar, Qatar
  • Serve as the point of contact for users seeking technical assistance over the phone, email or in-person.
  • Answer queries by telephone, e-mail, or self-service portal to support or request computer hardware, software, network, application, and other systems involved in IT Services delivery.
  • Assess impact, priority, and urgency of the client requests to make proper decision on severity of the request.
  • Investigate and help resolve issues on customer’s IT domains using agreed troubleshooting methodologies.
  • Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment.
  • To have knowledge on ITSM processes and consult end-users on workflow.
  • Perform troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Document solutions and troubleshooting steps concisely in ITSM system and alert other Support Group members on new or updated requests.
  • Provide accurate information on IT services to the client groups.
  • Record incident and request updates and resolution in the ticket logs
  • Pass on any feedback or suggestions by the clients to the management team.
  • Identify and suggest possible improvements on processes and procedures.
  • Participate in bump-in, bump-out process. Deploy and configure all agreed IT equipment (PC, peripherals, printers, etc.) in relative spaces.
  • Deliver support and troubleshooting in Operating Systems (Windows, MacOS) and Applications (e.g. Office 365, Browser, Antivirus, Active Directory, etc.)
  • Configuring and deliver support and troubleshooting laptops, Desktops, Tablets, Monitors, PC Accessories, TVs, Printers, Scanner, e-mail account and Telephone extension.
  • Deliver basic support and troubleshooting such as LAN equipment, printer configurations and break/fix instructions.
  • Deliver basic support and troubleshooting in other Audio-Visual equipment (projectors, speakers, microphones, controllers, video conferencing)
  • Monitor incidents and requests close to SLA breach.
  • Meet required response SLA
  • Responsible of maintaining IT assets including hardware across its lifecycle.
  • Contribute to other Onsite IT Support, Service Desk, and Asset Management activities.
Skills Needed:
  • 1-3 years’ experience.
  • Proven experience in customer service agent role.
  • Experience as an IT technician or other IT support role.
  • Good understanding of computer systems, printers, mobile devices, and other tech products.
  • Excellent experience in using most of Microsoft products features including word, excel, and PowerPoint.
  • Excellent experience in windows 10 including installation, configuration, and troubleshooting.
  • Ability to diagnose and resolve IT related issues.
  • Good knowledge of ITSM processes and best practices and ticketing tool.
  • Good customer care and communication skills.
  • Excellent communication skills.
  • Available and flexible to work shifts based on business needs (8 hours, 6 days a week).
  • Arabic and English, both written and verbal [Preferred]
Other requirements:
  • Position Type: Full time
  • Duration: 3 months (from Oct 1st – Dec 31st, 2022)

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