Tier 1 IT Help Desk Technician

About the role

Madre Integrated Engineering is hiring a Tier 1 Service Help Desk professional in Doha on a long-term project. The role provides first-line IT support for users, handling incidents and service requests.

Key responsibilities

• Provide first-line IT support for incidents and service requests.
• Log, prioritize, troubleshoot, resolve and escalate tickets within SLA timelines.
• Support users with hardware, software, Microsoft 365 and basic network issues.
• Maintain clear ticket updates and communicate resolution status to users.
• Escalate complex issues to higher-level support teams when required.
• Maintain accurate documentation and knowledge-base records.

Required profile

• 2-5 years of relevant Service Desk / IT Help Desk experience.
• Strong troubleshooting, problem-solving and customer-service skills.
• Good verbal and written communication skills in English; Arabic is an advantage.

Required skills

• Good knowledge of Windows, Microsoft 365, Active Directory and basic networking.
• Experience with IT ticketing systems and incident management.
• Basic understanding of ITIL and SLA processes.

What we offer

• Long-term project position.