IT Support Specialist

Job Title: IT Support Specialist
Department: Information Technology
Reports To: IT Manager / Director of Technology
Employment Type: Full-Time

The Role
We are looking for a proactive and customer-focused IT Support Specialist to join our growing IT team. In this role, you will be the front line of defense for our internal technology infrastructure. You will be responsible for providing exceptional technical support to our employees, ensuring seamless operations across hardware, software, and network systems.

You are not just a "fixer"; you are an advocate for the employee experience. You enjoy troubleshooting complex problems, documenting solutions, and educating users on best practices.

Key Responsibilities

Technical Support (60%)

• Serve as the primary point of contact for internal employees seeking technical assistance via ticketing system, Slack/Teams, email, or in-person.
• Diagnose and resolve technical issues related to hardware (laptops, monitors, peripherals), software (OS, productivity suites, SaaS applications), and network connectivity (Wi-Fi, VPN).
• Perform root cause analysis for recurring issues and implement permanent fixes.
• Escalate unresolved issues to Level 3 engineers or external vendors when necessary, ensuring clear communication throughout the process.

Onboarding \& Offboarding (20%)

• Lead the technical onboarding process for new hires: set up workstations, configure accounts (Active Directory/Google Workspace), and ensure all security protocols are followed.
• Manage offboarding processes: deactivate accounts, retrieve hardware, and ensure data security.

Infrastructure \& Maintenance (15%)

• Maintain and manage the inventory of all IT assets (hardware and software licenses).
• Assist with the installation, configuration, and maintenance of internal servers, networks, and phone systems.
• Ensure regular system backups and participate in disaster recovery testing.

Security \& Compliance (5%)

• Enforce IT security policies and educate users on security best practices (MFA, phishing awareness).
• Assist with compliance audits and ensure all endpoints meet security patch requirements.

Qualifications

Required Skills \& Experience:

• Experience: 2–4 years of experience in an IT support or helpdesk role.
• OS Proficiency: Deep expertise in both Windows (10/11) and macOS environments.
• Cloud Proficiency: Experience with Google Workspace (G-Suite) and/or Microsoft 365 administration.
• Hardware: Hands-on experience with laptop imaging, repair, and replacement (Dell, Lenovo, Apple).
• Networking: Fundamental understanding of TCP/IP, DNS, DHCP, and VPN technologies.
• Ticketing: Experience using IT service management tools (e.g., Jira Service Management, Zendesk, ServiceNow).
• Soft Skills: Excellent verbal and written communication; ability to explain technical concepts to non-technical users; patience under pressure.

Nice-to-Haves (Preferred):

• Experience with MDM solutions (Jamf, Intune, Kandji).
• Familiarity with Slack administration or Zoom/Webex administration.
• Scripting knowledge (PowerShell, Bash, or Python) for automation.
• Relevant certifications: CompTIA A+, Network+, Google IT Support, or Microsoft Modern Desktop Administrator.

Pay: QAR69,000.00 - QAR80,000.00 per year

Work Location: In person