Helpdesk Technician

**Job Title: Helpdesk Technician** **Department:** Information Technology (IT) **Reports To:** IT Support Manager / Helpdesk Lead **Employment Type:** Full\-Time / Part\-time **Job Summary** We are looking for a customer\-focused **Helpdesk Technician** to provide technical assistance and support to our employees (or clients). You will be the first point of contact for troubleshooting hardware, software, and network issues. The ideal candidate thrives in a fast\-paced environment, possesses excellent problem\-solving skills, and can explain complex technical concepts in plain English. **Key Responsibilities** * **Ticket Management:** Serve as the first point of contact for end\-users seeking technical assistance via phone, email, Slack/Teams, or the ticketing system (e.g., Jira, Zendesk, ServiceNow). * **Hardware Support:** Install, configure, and troubleshoot desktops, laptops, printers, peripherals, and mobile devices (iOS/Android). * **Software Support:** Diagnose and resolve issues with operating systems (Windows/macOS), Microsoft Office 365, Google Workspace, and proprietary business applications. * **Network Support:** Assist with basic network connectivity issues, including Wi\-Fi, VPN, and password resets. * **Account Management:** Create, modify, and disable user accounts in Active Directory/Azure AD and other SaaS platforms. * **Asset Management:** Maintain an accurate inventory of hardware and software assets; assist with onboarding/offboarding processes. * **Documentation:** Create and update knowledge base articles (runbooks/FAQ) to streamline issue resolution for both the team and end\-users. * **Escalation:** Identify and escalate complex or high\-priority issues (e.g., security breaches, server outages) to Tier 2/3 or specialized engineering teams. **Required Skills \& QualificationsTechnical Expertise** * **OS:** Proficiency in Windows 10/11 and macOS. * **Platforms:** Experience with Microsoft 365 (Exchange, Teams, SharePoint) and Active Directory. * **Hardware:** Knowledge of PC hardware repair and upgrade procedures. * **Networking:** Basic understanding of TCP/IP, DNS, DHCP, and VPN clients. * **Ticketing:** Experience using a helpdesk ticketing system (e.g., Zendesk, Freshservice, Jira Service Management). **Soft Skills** * **Communication:** Exceptional verbal and written communication skills; ability to translate "tech\-speak" to layman's terms. * **Customer Service:** Patience and empathy when dealing with frustrated or non\-technical users. * **Problem\-Solving:** Strong analytical and troubleshooting methodology (e.g., OSI model, root cause analysis). * **Time Management:** Ability to prioritize multiple tickets based on severity and business impact. **Preferred Qualifications (Nice to Haves)** * **Certifications:** * CompTIA A\+, Network\+, or Security\+ * Microsoft Certified: Modern Desktop Administrator Associate * ITIL Foundation * **Experience:** * 1–3 years of experience in a technical support role (internships count). * Experience with remote support tools (e.g., TeamViewer, BeyondTrust, Splashtop). * Exposure to Linux command\-line basics. * Familiarity with MDM (Mobile Device Management) like JAMF or Intune. **Education** * **Associate’s** or **Bachelor’s degree** in Computer Science, Information Technology, or a related field (or equivalent work experience). **Working Conditions** * **Schedule:** May require shift work, on\-call rotations, or weekend coverage depending on business needs. * **Environment:** Primarily office\-based or remote (Hybrid options available). * **Physical:** Must be able to lift up to 50 lbs (monitors/desktops) on occasion. Pay: QAR2,438\.68 \- QAR7,719\.00 per month Work Location: In person