IT Technical Support

Role overview

The IT Technical Support professional will serve as the first point of contact for technology-related issues and will help monitor how effectively support services are being delivered. This role is responsible for determining when additional support capacity is needed based on the type of incident, its urgency, and the time required to resolve it. Support will be delivered immediately through the service desk ticketing system, email, and phone to help end users with requests, issues, and incidents.

Key responsibilities

This position acts as the central contact for IT matters at Business Innovation Park and any other assigned locations. The role involves helping users with application errors, network problems, and hardware concerns, while logging calls, emails, and verbal requests into one place so issues, ideas, questions, and potential improvements can be tracked consistently. It includes first-level helpdesk support for employees, covering desktop equipment such as computers, printers, and scanners, along with software and application assistance, user and PC administration, basic LAN/WAN troubleshooting, cloud and Microsoft application support, and installation or upgrade of hardware, software, and patches.

Additional duties include supporting meetings and audio-visual setups, handling support desk requests, checking issue details such as priority, clarity, impact, and subject matter, and routing items to the right support resource. Where possible, the role should provide quick first-line resolution, coordinate with external technical teams when internal resolution is not possible, and escalate issues to the appropriate technician when required. Problems must be prioritized and scheduled, with proper follow-up to ensure service is restored efficiently.

Skills and qualifications

The ideal candidate should have solid experience providing technical help over the phone, a professional manner, and prior customer service exposure. Strong English communication skills, especially spoken and written, are essential, along with polished telephone etiquette. The role also requires strong troubleshooting ability, a willingness to learn new tools and technologies, and experience supporting or coordinating a helpdesk team. Familiarity with diagnostic tools, monitoring utilities, ITIL and SLA concepts, active listening, and effective questioning skills is important. The candidate should be capable of supporting desktop hardware and authorized software, monitoring and restoring PCs, notebooks, and terminal service clients with network access, escalating to tier 2 or tier 3 teams when needed, identifying support trends from incoming requests, and carrying out post-resolution follow-ups while enforcing SLA expectations.

Required education and experience

A degree in Computer Science or an equivalent qualification is required. Candidates should bring 3 to 5 years of experience in IT support. A CompTIA A+ or similar professional certification is needed, and ITIL Foundation certification is preferred.

Additional information

This is a full-time, on-site position based in Qatar. The vacancy is for an IT support professional who will work directly with end users and support operations across specified sites.