IT Technical Support Specialist - Tier 1

About the role

Madre Integrated Engineering is hiring a Tier 1 IT Technical Support Specialist in Doha. The role provides onsite and remote support for Windows and Apple devices and handles routine hardware, software and connectivity issues, with escalation to Tier 2.

Key responsibilities

• Provide onsite and remote technical support for Windows and Apple desktops, laptops, workstations, iMacs and MacBooks.
• Diagnose and resolve routine hardware, software, operating system and connectivity issues.
• Support printers, scanners, IP telephones, accessories and other IT peripherals.
• Log, update, monitor and close incidents and service requests through the ticketing system, and escalate complex issues to Tier 2 with full diagnostic information.
• Assist Tier 2 teams with onsite troubleshooting, task execution and technical data collection.
• Install and configure operating systems, standard applications and approved software.
• Prepare, deploy, relocate, replace and maintain IT equipment and peripherals, perform approved hardware upgrades and component replacements, and carry out preventive and corrective maintenance.
• Maintain accurate IT asset records and lifecycle documentation.

Required profile

• Diploma or bachelor's degree in Information Technology, Computer Science or a related field.
• Relevant experience in Tier 1 technical support, desktop support or IT helpdesk operations.
• Good communication, customer-service, documentation and problem-solving skills.

Required skills

• Working knowledge of Windows and macOS environments.
• Experience troubleshooting desktops, laptops, printers, scanners, IP phones and peripherals.
• Familiarity with remote-support tools and IT ticketing systems.
• Basic knowledge of hardware installation, software deployment, networking and asset management.
• ITIL Foundation, CompTIA A+, Microsoft, Apple or equivalent certification preferred.