Technical Support Manager

2 days ago


Doha, Baladīyat ad Dawḩah, Qatar Nakilat Full time
Job Title: First Line Support Specialist
Description:
Nakilat is seeking a talented First Line Support Specialist to join our IT department. As a key member of our team, you will be responsible for providing high-quality technical support to our staff and ensuring the smooth operation of our IT services.

About the Role
This is an exciting opportunity for an experienced IT professional to take on a key role in our service desk team. You will be responsible for managing IT service desk staff coverage, preparing reports on SLA compliance, service desk metrics, and IT assets.

Main Responsibilities
- Manage IT service desk staff coverage and prepare reports on SLA compliance, service desk metrics, and IT assets
- Establish and set the standard for the provision of support services within Nakilat and its joint ventures
- Coordinate with vendor support to resolve technical problems with desktop computing equipment, printers, and software
- Provide consulting support to site organizations regarding office automation, end-user computing projects, and training programs

Key Performance Indicators
- Meet or exceed client expectations with respect to IT Service Desk Support
- Maintain the IT Assets as per company policies
- Prepare necessary documentation of IT records
- Provide support to team members for understanding of new technologies and on-the-job training

Requirements
- Bachelor's degree in Computer Science, Computer Engineering, or any related field
- ITIL certificate is a must
- Microsoft Certified Professional (MCP) certificate is a must
- Microsoft Certified Solutions Expert (MCSE) certificate is preferred
- Cisco Certified Network Associate (CCNA) certificate is preferred

- 6 years of experience, with a minimum of 3 years in a similar position, preferably in a similar industry
- Advanced knowledge of service desk best practices and services
- Advanced knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange, and Active Directory


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