Junior Helpdesk Support Agent

Ali Bin Ali

Doha, Qatar

QUALIFICATION & EXPERIENCE:

• A degree in Computer Science or Information Technology.
• An average of 1 to 3 years of experience years in support roles, including hands-on troubleshooting of hardware and software issues.
• +2 years of experience in working with governmental entities in Qatar.
• Certification in ITIL 4 or equivalent IT service management framework.
• Advanced troubleshooting skills for software applications, hardware, and network-related issues.
• Proven ability to provide technical support in large-scale environments, in governmental sectors.
• Understanding of cybersecurity practices and compliance requirements.
• Proven experience in ticketing systems, incident management, and SLAs.
• Proven experience in training and guiding end users on IT tools and troubleshooting techniques.
• A valid driving License is preferred.
• Proficiency in English.

PRINCIPAL ACCOUNTABILITIES : 

• Provide end-user technical support for hardware and software issues.
• Conduct site visits to resolve technical issues.
• Install, configure, and maintain hardware devices, including desktops, laptops, and tables.
• Manage the full lifecycle of IT assets, including onboarding, and maintenance.
• Replace faulty hardware components and perform upgrades as needed.
• Collaborate with vendors for repairs, warranty claims, and replacement devices.
• Maintain compliance with security and IT policies, providing monthly compliance reports.
• Troubleshoot network connectivity issues and escalate unresolved issues as per SLAs.
• Manage and resolve L1 and selected L2 support tickets, ensuring adherence to SLAs.
• Coordinate with resolver groups and linked services for escalations.
• Implement and follow standardized SOPs for incident and request management.
• Ensure adherence to ITIL frameworks in all processes.
• Maintain detailed documentation of activities and resolutions.
• Train users on device usage and troubleshooting.