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IT Technical Support

2 weeks ago

Doha, Qatar Hot & Cold International Consulting Full time

**1-** **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.

to have a single source of IT issues (problems, incidents, ideas, queries, potential enhancements, etc.).
- Provide first line IT-helpdesk support to the organization employees at BIP by performing first level support duties on (but not

limited to)
- 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 to the appropriate support resource.
- Direct issues / calls to appropriate support contacts and provide 1st line support for rapid issue resolution where

possible to provide a rapid and effective service to end users.
- Coordinate arrangements for external technical support where problems cannot be resolved in house, based on

instructions from IT Operation Manager or IT Director.
- 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

demeanor, previous customer service experience strongly desired.
- 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

incoming transactions/telephone recording monitoring tools/utilities.
- 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

service any terminal service client, personal computers (PC) or notebooks that has

authorized access to the network
- Experience on escalate the issue/problem to proper tier 2 and 3 support team

members When the restoration is beyond the scope.
- Experience in developing a trends by monitoring and analysing incoming calls, problems

and support requests.
- Experience in performing post-resolution follow ups to help requests
- Reinforce SLAs to manage end-user expectations

**Salary**: QAR2,000.00 - QAR3,000.00 per month

Ability to commute/relocate:

- Doha: Reliably commute or planning to relocate before starting work (required)