Technical Support Specialist

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar K20s - Kinetic Technologies Private Limited Full time

The role of a Service Desk Technician at K20s - Kinetic Technologies Private Limited is to provide first-level IT support across all subsidiaries, ensuring continuous and user-friendly communication with end-users. This position requires the ability to diagnose and resolve technical issues or escalate them efficiently to second-level support teams.

Key Responsibilities:
  • Maintain continuous communication with users to provide prompt and accessible IT support.
  • Identify technical requirements and expectations of end-users and deliver effective support.
  • Route complex issues to appropriate 2nd level support teams (e.g., Network, Systems, Telecom).
  • Prioritize and respond swiftly to high-priority or major incidents.
Incident Monitoring & Resolution:
  • Monitor incident status and follow up on open issues with respective support teams.
  • Ensure timely resolution of incidents to meet agreed Service Level Agreements (SLAs).
Basic IT Support:
  • Provide first-level support for system errors, application failures, and connectivity issues.
  • Collaborate with the broader IT team to minimize business disruption and service downtime.
Escalation Management:
  • Educate users on escalation policies and ensure adherence to proper procedures.
  • Properly document and escalate unresolved issues to second or third-tier support teams.
Customer Feedback & Service Improvement:
  • Collect and analyze user feedback on IT support services.
  • Recommend improvements based on user feedback and system performance insights.
  • Contribute to service desk enhancement initiatives.
Minimum Qualifications:
  • Bachelor's degree in IT, Computer Engineering, or a related field.
Minimum Experience:
  • 8 to 10 years of experience in a Service Desk or IT Support role.
Certifications:
  • ITIL4 Foundation or higher (required)
  • CompTIA A+ (required)
  • Network+ (preferred)
  • Azure Fundamentals / Cloud Certification (preferred)
Other Requirements:
  • Valid Qatar Driving License (required)
  • Bilingual – English and Arabic (preferred)
Job-Specific Skills:
  • Proficiency in service desk tools like ServiceNow, BMC Remedy, OpenText, etc.
  • Strong troubleshooting skills for software, hardware, and network-related issues.
  • Hands-on experience with Microsoft Windows, Office 365, and enterprise software solutions.
  • Excellent analytical, problem-solving, and multitasking abilities.
  • Strong communication and interpersonal skills.
  • Customer-focused mindset with the ability to work with both technical and non-technical users.
  • Up-to-date knowledge of modern IT tools and technologies.
  • Deep understanding of ITIL processes, especially incident, problem, and request management.

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