Managed Service Desk Staff (Onsite, Qatar)

About the role

A 12-month, onsite position in Qatar for a Managed Service Desk staff member providing first-line and second-line technical support. The role covers hardware and software issues, ticket handling and escalation to technical teams.

Key responsibilities

• Provide L1/L2 onsite technical support for hardware and software issues.
• Log, track and resolve service requests within defined SLAs.
• Escalate complex issues to the relevant technical teams.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related field.
• At least 3 years of experience in IT service desk / helpdesk support.
• Hands-on experience in hardware and software troubleshooting.
• Experience with incident management, ticketing tools (ServiceNow / Remedy) and end-user support.
• Fluent English and Arabic (speaking, reading and writing) is mandatory; bilingual CVs are required.
• ITIL Foundation and Microsoft 365 certifications are mandatory; applications without them will not be considered.

Required skills

• Windows OS, MS Office 365, Active Directory and basic networking.
• Ticketing tools such as ServiceNow and Remedy.