IT Technician

Serve as the point of contact for users seeking technical assistance over the phone,
in IT Services delivery.Assess impact, priority, and urgency of the client requests to
make proper decision on severity of the request.Investigate and help resolve issues on customer’s
IT domains using agreed troubleshooting methodologies.Install, upgrade, support and troubleshoot
printers, computer hardware and any other authorized peripheral equipment.To have knowledge
on ITSM processes and consult end-users on workflow.Perform troubleshooting through diagnostic
techniques and pertinent questions.Determine the best solution based on the issue and details
provided by customers.Walk the customer through the problem-solving process.Document solutions
and troubleshooting steps concisely in ITSM system and alert other Support Group members on new
or updated requests.Provide accurate information on IT services to the client groups.Record incident
and request updates and resolution in the ticket logsPass on any feedback or suggestions by the clients
to the management team.Identify and suggest possible improvements on processes and procedures.
Participate in bump-in, bump-out process. Deploy and configure all agreed IT equipment
(PC, peripherals, printers, etc.) in relative spaces.Deliver support and troubleshooting
in Operating Systems (Windows, MacOS) and Applications (e.g. Office 365, Browser,
Antivirus, Active Directory, etc.)Configuring and deliver support and troubleshooting
laptops, Desktops, Tablets, Monitors, PC Accessories, TVs, Printers, Scanner,
such as LAN equipment, printer configurations and break/fix instructions.Deliver
basic support and troubleshooting in other Audio-Visual equipment (projectors, speakers,
microphones, controllers, video conferencing)Monitor incidents and requests close to SLA
breach.Meet required response SLAResponsible of maintaining IT assets including hardware
across its lifecycle.Contribute to other Onsite IT Support, Service Desk, and Asset Management activities.
Skills Needed:
1-3 years’ experience.Proven experience in customer service agent role.Experience as an IT technician or other IT support role.Good understanding of computer systems, printers, mobile devices, and other tech products.Excellent experience in using most of Microsoft products features including word, excel, and PowerPoint.Excellent experience in windows 10 including installation, configuration, and troubleshooting.Ability to diagnose and resolve IT related issues.Good knowledge of ITSM processes and best practices and ticketing tool.Good customer care and communication skills. Excellent communication skills.Available and flexible to work shifts based on business needs (8 hours, 6 days a week). Arabic and English, both written and verbalArabic is an asset

**Job Type**: Contract
Contract length: 3 months

**Salary**: QAR3,000.00 - QAR5,000.00 per month

COVID-19 considerations:
mask

Ability to commute/relocate:

- Doha: Reliably commute or willing to relocate with an employer-provided relocation package (required)