Engineer - IT Support
Malomatia · Doha, Qatar
IT Services and IT Consulting · 1,001-5,000 employees
About the role
The Engineer acts as the primary point of contact for IT incidents and service requests, managing ticket classification and resolution within the ITSM system. They provide remote support for hardware, software, and user accounts while ensuring adherence to SLAs and ITIL best practices.
What they look for
Requirements
Candidates must have at least 5 years of experience in large-scale IT support and hold a bachelor's degree in IT or a related field. Proficiency in Arabic, ITIL certification, and technical expertise in Windows OS, Office 365, and networking are mandatory.
Full description
The Engineer - IT Support is responsible for acting as the Single Point of Contact (SPOC) for all IT-related incidents and service requests raised by end users. The role involves receiving requests through multiple communication channels, logging and classifying tickets in the ITSM system, providing first-level remote support, and ensuring timely resolution or escalation in accordance with SLAs, SOPs, and ITIL best practices.
The Service Desk L1 plays a critical role in maintaining service continuity, ensuring customer satisfaction, and coordinating with IT Support, NOC, SOC, and Infrastructure teams as required.
