Job Description

Key Responsibilities

Ticket Management:

Oversee the help desk ticketing system, ensuring all incoming service requests and issues are documented, prioritized, and assigned to the appropriate technicians for resolution.

User Support:

Provide first-level technical assistance and guidance to users experiencing problems with telecom services, such as phone systems, network connectivity, or cellular devices.

Troubleshooting & Resolution:

Perform initial analysis and troubleshooting of technical problems, offering solutions to users directly when possible or escalating more complex issues to specialized technicians.

Communication:

Act as a liaison between users and technical staff, maintaining clear communication with customers regarding the status and resolution of their requests.

Monitoring & Reporting:

Monitor the progress of ongoing issues, ensure follow-up on resolutions, and track key performance indicators to ensure that service level agreements (SLAs) are met.

Documentation:

Develop and maintain internal and external support documentation, standard operating procedures, and knowledge bases to improve efficiency and user self-sufficiency.

Coordination:

Coordinate efforts during service outages or planned changes, including mass communications about the cause and duration of occurrences.
Essential Skills & Qualifications

Technical Aptitude:

Strong understanding of telecom services, network issues, and common hardware/software problems.

Communication:

Strong written and verbal communication skills to effectively interact with users and internal teams.

Organizational Skills:

Ability to prioritize tasks, manage a workload efficiently, and maintain a systematic approach to problem-solving.
Job Type: Full-time

Pay: From QAR2,000.00 per month