L1 Support Engineer

5 days ago

Doha, Qatar Cartafella Analytics Full time

We are looking **L1 Support Engineer for Qatar**.

Note: We are looking extensive experience in providing L1 support for a broad IT infrastructure, including Azure, Office 365, SharePoint, Windows, end point, centralized print services, and telephony, so that we will shortlist profiles accordingly.

Key Responsibilities:

- End-User Support: Provide comprehensive first-level support to end-users, addressing issues related to hardware, software, and peripheral devices.
- Technical Support: Support IT infrastructure, including Azure cloud services, Firewall, Office 365 ecosystem, Exchange, SharePoint, MDM, Nutanix Virtual Infra, HP network devices, Windows Servers, and Operating Systems.
- Security & Firewall Support: Assist in managing firewall rules, azure mobile device management MDM, and troubleshooting security alerts.
- Centralized Print Services: Manage and troubleshoot issues related to centralized printing services, ensuring seamless operation of printers and multifunction devices across the organization.
- Telephone Systems: Provide basic support and troubleshooting for enterprise telephone systems, including VoIP and traditional telephony setups.
- Ticket Management: Log, track, and resolve service requests via the IT Service Desk portal, ensuring SLAs are met and end-users are satisfied.
- Third-Party Support & Vendor Coordination: Liaise with third-party vendors to resolve hardware and software issues beyond internal capabilities. Ensure effective communication and coordination to resolve problems in a timely manner.
- Vendor Reporting: Report issues and incidents to third-party vendors and service providers, following up to ensure problem resolution and SLA compliance.
- Escalation: Escalate unresolved or complex issues to higher-level support teams or external vendors, while maintaining communication with the user.
- Root Cause Analysis and Documentation: Conduct a root cause analyses for each incident to identify underlying issues affecting operational efficiency and implement effective corrective actions and prevent future recurrences. Maintain detailed documentation of all support requests, resolutions, and troubleshooting procedures to build a knowledge base for occurred issues.
- Hardware Support: Provide support for HP network equipment, ensuring network connectivity and performance.
- Collaboration: Work closely with IT teams, vendors, and end-users to deliver seamless IT services and ensure effective communication across departments.

Required Skills & Knowledge:

- End-User Support: Proven experience in troubleshooting hardware, software, and network issues for end-users.
- Cloud Platforms: Strong knowledge of Microsoft Azure cloud infrastructure, including virtual machines, storage, and networking.
- Security: Strong experience with Firewalls, including configuring and troubleshooting firewall rules.
- Office 365 Ecosystem: Strong knowledge of Office 365 tools (Exchange, SharePoint, Teams, OneDrive) for managing and supporting user access and collaboration.
- Virtualization: Hands-on experience with Nutanix Virtual Infrastructure for managing virtualized environments.
- Networking: Familiarity with HP networking devices, including basic routing, switching, and connectivity troubleshooting.
- Operating Systems: Strong working knowledge of Windows Server and desktop operating systems.
- Centralized Print Services: Experience in managing and troubleshooting centralized print services, including network printers and MFPs.
- Telephone Systems: Basic knowledge of enterprise telephone systems, including VoIP configuration and maintenance

Qualifications:
Diploma or bachelor’s degree in information technology, Computer Science, or a related field.
- Relevant certifications (e.g., Azure Fundamentals, firewall, Office 365, SharePoint, etc.) are a plus.
- 5-6 years of experience in a similar IT support position, with hands-on experience across a wide range of technologies.

**Experience**:

- Extensive experience in providing L1 support for a broad IT infrastructure, including Azure, Office 365, SharePoint, Windows, end point, centralized print services, and telephony.
- Proven ability to support a diverse IT environment, including firewalls, virtual infrastructure, and network devices.

Pay: QAR10,000.00 - QAR14,000.00 per month

**Experience**:

- Azure: 4 years (preferred)
- Office 365: 3 years (preferred)
- SharePoint: 3 years (preferred)
- Windows: 5 years (preferred)
- End point: 3 years (preferred)
- telephony: 3 years (preferred)

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