End User Support Services Staff (Field) - Qatar

About the role

A 12-month field position supporting end users across Qatar, providing onsite hardware, software and network support. Candidates must be fluent in both English and Arabic and able to work in field locations.

Key responsibilities

• Provide field and onsite end-user support for hardware, software and network issues.
• Troubleshoot Windows OS, Microsoft 365, Outlook, printers and LAN/WAN connectivity problems.
• Perform IMAC activities (install, move, add, change) on IT equipment and peripherals.
• Maintain the IT asset inventory and document all field activities.
• Log incidents and service requests in the ticketing system and close them within SLA.
• Escalate complex issues to L2/L3 teams and coordinate their resolution.
• Support meetings, conference rooms and user training as required.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field.
• At least 4 years of experience in desktop troubleshooting and field/end-user support.
• Fluent English and Arabic; bilingual CVs (Arabic and English).
• Valid copies of CompTIA A+, ITIL Foundation, Microsoft 365 and CCNA certificates attached to the application; applications without them will not be considered.

Required skills

• Hands-on Windows 10/11, hardware and software installation and configuration.
• Troubleshooting MS Office 365, Outlook, printers, scanners and laptops/desktops.
• Basic networking (LAN/WAN, TCP/IP, DNS, DHCP, VPN) and Active Directory, user accounts and group policies.
• Ticketing tools such as ServiceNow, ManageEngine or BMC.