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IT Technical Support
2 weeks ago
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IT Technical Support (First Line Support)
IT Technical Support will act a first line of support, also will play key role in monitoring the effectiveness of IT support
activities, and in assessing the need for additional IT support resources based on incident type, criticality, resolution
time, etc. the IT support personnel will provide immediate IT support services to end users through the Service Desk
Act as a single point of contact for all IT related issues at Business Innovation Park and other site as required.
- Provide first line IThelpdesk support to the organization employees at BIP by performing first level support duties on (but not
- End user hardware (including computers, printers, scanners etc.)
- Application and Software support.
- PC/User administration and management.
- LAN/WAN basic troubleshooting.
- Implement hardware/software installations/upgrades and patch upgrades for end users.
- Supporting meeting and AV solutions.
- Direct issues / calls to appropriate support contacts and provide 1st line support for rapid issue resolution where
- Coordinate arrangements for external technical support where problems cannot be resolved in house, based on
- Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
Education and Certifications
Undergraduate degree in, Computer science or equivalent
- IT support related professional certification CompTIA A+ or equivalent certification
- ITIL foundation certification preferred.
Experience /Skills
3-5 years IT support work experience.
- Good experience to provide technical support over the phone, professional
- Strong oral/written communication skills in English, with excellent telephone manners.
- Strong troubleshooting skills and desire/ability to learn new technologies/skills.
- Experience coordinating efforts of a support team within a Helpdesk environment.
- Working knowledge of a range of diagnostic utilities, including
- Familiarity with the fundamental principles of ITIL/SLA.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Support for computer hardware and any authorized desktop software
- Responsible for monitoring, operating, managing, troubleshooting and restoring to
authorized access to the network
- Experience on escalate the issue/problem to proper tier 2 and 3 support team
- Experience in developing a trends by monitoring and analysing incoming calls, problems
- Experience in performing postresolution follow ups to help requests
- Reinforce SLAs to manage enduser expectations
Salary:
QAR2, QAR3,000.00 per month
Ability to commute/relocate:
- Doha: Reliably commute or planning to relocate before starting work (required)
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