IT Specialist (Qatari National)

The IT Specialist is responsible for managing, maintaining, and supporting the organization's IT infrastructure, ensuring systems are secure, efficient, and aligned with business needs. The role involves troubleshooting technical issues, supporting users, and implementing IT solutions to enhance operational performance.

Key Responsibilities:

• Monitor and update service request statuses using the Service Manager system to ensure timely resolution.
• Diagnose and resolve hardware, software, network, and telephony issues efficiently.
• Deliver step-by-step technical support to end users, ensuring clear communication and resolution.
• Escalate complex technical problems to appropriate IT teams for advanced troubleshooting.
• Collaborate with cross-functional IT teams to address incidents and contribute to system enhancements.
• Maintain accurate records of company IT assets, ensuring proper tracking and accountability.
• Provide first- and second-level support to call center staff, ensuring minimal downtime and optimal performance.
• Respond promptly to issues involving network switches, servers, and CCTV systems, escalating when necessary.
• Continuously monitor IT systems for performance issues and initiate escalation procedures as needed.
• Document technical issues, resolutions, and system configurations in the ticketing system for future reference.
• Support IT onboarding and offboarding processes, including account setup and equipment provisioning.
• Ensure compliance with IT policies and adherence to service level agreements (SLAs) within the call center environment.

Requirements:

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 3-5 years of experience in a technical support role.
• Strong understanding of computer hardware, software, and networking concepts.
• Familiarity with ITIL processes and ticketing systems.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Windows OS and MS Office Suite.