Job Description

Key Responsibilities

The day-to-day duties typically include:

First-Line Support:

Acting as the first point of contact for users via phone, email, chat, or in person.

Issue Triage:

Logging, categorizing, and prioritizing all incoming support requests in a ticketing system (e.g., Jira, ServiceNow, Zendesk).

Escalation:

Routing unresolved issues to the appropriate second- or third-level support teams (e.g., network engineers, system administrators) with detailed notes.

Communication:

Keeping users informed about the progress of their tickets and following up after resolution to ensure satisfaction.

Documentation:

Creating and updating knowledge base articles, FAQs, and user guides for common problems.

Basic Administration:

Performing routine system maintenance tasks, such as user account creation/deactivation and software license management.

Essential Skills and Qualifications

Technical Skills (Hard Skills)

Operating Systems:

Strong knowledge of Windows (and often macOS).

Software Proficiency:

Familiarity with Microsoft 365 Suite (Word, Excel, Outlook) and other common business applications.

Hardware Knowledge:

Understanding of basic computer components (laptops, desktops, printers, peripherals).

Ticketing Systems:

Experience with or ability to quickly learn helpdesk software.

Remote Support Tools:

Proficiency with tools like TeamViewer, Remote Desktop Connection, or LogMeIn.

Interpersonal Skills (Soft Skills)

Patience and Empathy:

The ability to stay calm and understanding with frustrated or non-technical users is paramount.

Communication Skills:

Excellent verbal and written communication to explain technical concepts in simple, clear terms.

Problem-Solving:

A logical and methodical approach to diagnosing and solving problems.

Active Listening:

Truly hearing what the user is describing to understand the root cause of the issue.

Time Management:

The ability to handle multiple tickets and prioritize effectively in a fast-paced environment.

Customer Service:

A genuine desire to help people and provide a positive experience.
Job Types: Full-time, Permanent

Pay: Up to QAR3,500.00 per month