L2 Helpdesk Engineer

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar People Dynamics Full time

Support Desktop PCs, Telephone systems, Wireless networks and peripheral devices (such as printers, scanners, and mobile/smart phones) related to desktop Infrastructure.

Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.

  • Documentation of tickets are to be updated completely and correctly.
  • Identify potential changes and system improvements to present to IT Helpdesk Team Lead for consideration and implementation.
  • Ensure that work is carried out within agreed service levels Create, maintain, and distribute reports of progress to IT Help Desk Lead.
  • Achieve User Satisfaction.
  • Ontime logging and flogging of tickets and monitor open ticket status.
  • Escalate unresolved issues to IT Helpdesk Lead on breach of tickets.
  • Enabling and continually improving effective, efficient, and convenient communications
  • Targeting 66% first line/time resolution.
  • Maintaining the SLA above 97 %.
  • Faster Resolution of Service Request / Incidents.
  • Increased First call closure rate.
  • Building good rapport with the users.

Minimum Qualifications:

  • ITIL Foundation or equivalent certification

Minimum Experience:

  • 8 years of handson experience with Service Desk role

Job-Specific Skills:

  • Basic knowledge and experience with AD and exchange hardening.
  • Basic knowledge and experience with MS Exchange management and security
  • Basic knowledge and experience with PowerShell Scripting
  • Basic knowledge and experience Smart Tokens and Public Key Infrastructure
  • Basic knowledge and experience with Protecting Admin Credentials and PowerShell JEA
  • Basic technical implementation and support expertise in Antivirus, Windows 10 Deployment, and configuration.
  • Intermediate incident handling
  • MCSA core infrastructure highly recommended
  • Effective communication skills

Job Types:
Full-time, Contract

Contract length: 12 months

Salary:
QAR1.00 per month

Application Question(s):

  • Do you have a transferrable visa with NOC?
  • Will you be willing to work for a 1year contract?
  • Will you be willing to join immediately if selected?

Education:

  • Bachelor's (required)

Experience:

  • IT Service desk: 8 years (required)

Language:

  • English (required)

License/Certification:

  • Qatar ID (required)


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