We are looking for a motivated and technically skilled L1/L2 IT Support Engineer to provide technical assistance and support for hardware, software, network, and system-related issues. The candidate will be responsible for troubleshooting IT incidents, supporting end users, and ensuring smooth IT operations within the organization.
Key Responsibilities:
• Provide first-level and second-level technical support to users via phone, email, remote access, or onsite assistance.
• Troubleshoot hardware, software, printer, network, VPN, and operating system issues.
• Install, configure, and maintain desktops, laptops, operating systems, and applications.
• Manage user accounts, passwords, and access permissions in Active Directory/O365.
• Monitor and resolve tickets within SLA timelines using ticketing tools.
• Escalate unresolved or critical issues to higher-level support teams/vendors.
• Support Microsoft Windows, Office 365, Outlook, Teams, and other enterprise applications.
• Perform system updates, patches, antivirus checks, and routine maintenance.
• Assist in network troubleshooting including LAN/WAN, Wi-Fi, and IP configuration issues.
• Maintain IT asset inventory and documentation.
• Coordinate with vendors and technical teams for issue resolution.
Required Skills:
• Knowledge of Windows OS, Office 365, Active Directory, and basic networking.
• Experience with ticketing tools such as ServiceNow, Jira, or ManageEngine.
• Understanding of hardware troubleshooting and remote support tools.
• Good communication and problem-solving skills.
• Ability to work in shifts and handle multiple support requests.
Preferred Qualifications:
• Diploma/Bachelor’s degree in IT, Computer Science, or related field.
• Certifications such as CompTIA A+, Network+, Microsoft certifications are an advantage.
• 1–4 years of experience in IT Helpdesk/Desktop Support.
Roles:
• L1 Support: Basic troubleshooting, ticket logging, password resets, user support, issue triage.
• L2 Support: Advanced troubleshooting, system/network support, escalation handling, root cause analysis.
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