IT Technical Support Specialist

About the role

Madre Integrated Engineering is hiring a full-time IT Technical Support Specialist in Doha. The role provides on-site and remote technical support for Windows and Apple devices, handles incidents and service requests, and supports deployment and asset management within the IT department.

Key responsibilities

• Provide on-site and remote support for Windows and Apple devices, including desktops, workstations, laptops, iMacs and MacBooks, and resolve common hardware and software issues using approved procedures.
• Support accessories and peripherals such as printers, scanners and IP telephones.
• Log, update and manage incidents and service requests in the ticketing system, and escalate complex issues to Tier 2 with full diagnostic details.
• Support Tier 2 under guidance through on-site assistance, task execution and data collection.
• Prepare, install and configure IT assets, including operating systems, standard applications and authorized software.
• Perform on-site installation, relocation and replacement of equipment, execute approved hardware upgrades and apply preventive and corrective maintenance.
• Maintain accurate asset records and lifecycle documentation.
• Interact professionally with end users, stakeholders and vendors, wear formal business attire on site, and follow approved procedures, SLAs and escalation matrices.

Required profile

• Ability to provide on-site and remote support for Windows and Apple end-user devices.
• Availability for after-hours and on-call support as required.
• Willingness to progressively take on activities typically handled by Tier 2 while maintaining service quality and SLA adherence.
• Willingness to support cross-training between Helpdesk Technical Services and Audio-Visual Technical Services, as applicable.