Helpdesk Technician

Job Summary:

As a Helpdesk Technician, you will provide technical support and assistance to end-users, resolve hardware and software issues, and ensure the smooth operation of computer systems and network connectivity. You will be the first point of contact for users experiencing technical problems and will work to diagnose and resolve issues promptly. Excellent communication skills, strong problem-solving abilities, and a customer-centric approach are essential for success in this role.

Responsibilities:

• Provide technical L1 support and assistance to end-users via phone, email, or in person
• Diagnose hardware and software issues, including desktops, laptops, printers, and other peripheral devices including IP Phones and Presentation systems.
• Install, configure, upgrade, patch and maintain end-user computer systems and software applications.
• Set up and support computer networks, including LAN, WAN, Wireless, IP Phones and VPN connections.
• Support Internet connectivity and cloud-based applications, including Office 365.
• Assist with user account management, password resets, and access control.
• Collaborate with internal teams to resolve complex technical problems and escalate issues to L2 & L3 team members when necessary.
• Manage EDR dashboards and daily EDR reporting.
• Document and maintain records of support requests, solutions, and troubleshooting steps.
• Perform brownfield verification, network patching, asset verification and labelling.
• Provide training and guidance to end-users on using hardware, software, and systems.
• Stay current with the latest technology trends and advancements in IT support.

Qualifications and Skills:

• High school diploma or equivalent; additional technical certifications (Cisco, Microsoft, Cloud, etc.) or degrees (Bachelor, Diploma in Computer Science) are a plus.
• Proven experience as a Helpdesk Technician or in a similar technical support role.
• Strong knowledge of computer hardware, software, and networking systems.
• Proficient in operating systems such as Windows, macOS, and Linux.
• Familiarity with helpdesk software and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Customer service-oriented with a patient and friendly attitude.

Requirements

• They need to have a valid driving licence in Qatar