Junior Helpdesk Support Agent

RESPONSIBILITIES

•         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.

•         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.