L2 Helpdesk Engineer
1 week ago
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 un-resolved 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 hands-on 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 1-year 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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