Information Technology Support Engineer

About the Role

Tech Zone LLC seeks a diligent EUC Level 1 and Network Engineer based in Doha, Qatar to join their team full-time. The role involves delivering first-line technical support to end-users and assisting network operations within a corporate enterprise setting. Candidates should bring 4-5 years of practical experience in desktop and network support, demonstrating proficiency in hardware troubleshooting, Microsoft environments, and basic network administration. Strong customer service abilities and independence are essential in this fast-paced onsite position.

Key Responsibilities

• Deliver Level 1 technical assistance both onsite and remotely for desktops, laptops, printers, and mobile devices.
• Install, configure, and troubleshoot Windows 10 and 11 operating systems.
• Support and manage Microsoft 365 applications such as Outlook, Teams, Word, Excel, and OneDrive.
• Manage user accounts, permissions, and password resets through Active Directory.
• Install, configure, and resolve issues related to various software applications.
• Diagnose hardware malfunctions and facilitate hardware replacements as necessary.
• Perform device imaging, deployment, and initial setups for new equipment.
• Provide support for meeting room technology, including video conferencing systems and related peripherals.
• Maintain and update incident records using an ITSM ticketing platform, ensuring timely resolution according to SLA standards.
• Escalate complex problems to higher-level support tiers when appropriate.
• Assist in monitoring and upkeeping LAN, WAN, and Wi-Fi infrastructures.
• Conduct basic configuration and troubleshooting for Cisco switches, routers, and wireless access points.
• Support VLAN configuration along with fundamental routing and switching tasks.
• Troubleshoot networking problems involving DNS, DHCP, TCP/IP, and VPN protocols.
• Help with patching network ports and managing cabling systems.
• Proactively monitor network devices and report incidents.
• Support network-related installations, relocations, additions, and modifications.
• Keep network documentation and inventories up to date.

Required Skills and Experience

• 2 to 5 years of experience in end-user computing (desktop support) and basic network administration.
• Strong working knowledge of Windows 10 and 11 operating systems.
• Proficiency in Microsoft 365 applications and Active Directory management.
• Understanding of core networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Hands-on experience with Cisco network devices such as switches, routers, and wireless access points.
• Familiarity with ITSM tools, for example, ServiceNow, Jira, or ManageEngine.
• Basic skills in printer and peripheral troubleshooting.
• Competent in diagnosing and resolving hardware issues.
• Excellent communication abilities and customer service orientation.

Preferred Qualifications

• Diploma or Bachelor's in Information Technology, Computer Science, or related disciplines.
• Certifications such as CompTIA A+, Network+ or equivalent.
• CCNA certification is highly desirable.
• ITIL Foundation certification is considered a plus.

Soft Skills

• Strong analytical and problem-solving skills.
• Effective verbal and written communication skills.
• Customer-centric approach with a professional demeanor.
• Ability to multitask and prioritize in a dynamic environment.
• Capable of both independent work and collaboration within a team.

Additional Details

• Work Location: Onsite in Doha, Qatar.
• Preference given to candidates who can join immediately or have minimal notice periods.
• Successful candidates may be required to travel between multiple office locations within Doha.