IT Support Engineer

Role Summary

We are looking for L2 IT Support Engineers to deliver onsite end-user computing support across a large

enterprise office footprint. Engineers handle hands-on resolution of desktop, laptop, peripheral, A/V, and basic

infrastructure issues escalated from the L1 Service Desk, walking up to user desks where required.

Key Responsibilities

- Resolve L2 desktop/laptop/peripheral incidents escalated from the Service Desk.

- Perform hardware swaps, imaging, software installs, and Windows/Mac OS troubleshooting.

- Support Microsoft 365, Outlook, Teams, OneDrive, and basic Active Directory tasks.

- Manage IMAC (Install/Move/Add/Change) requests for end-user devices.

- Support meeting-room A/V (Teams Rooms, Zoom Rooms, Polycom, etc.) and printers.

- Maintain asset records in CMDB; tag and track all hardware movements.

- Provide VIP/executive desk-side support with a high-touch service approach.

- Escalate complex issues to L3 with full context and reproduction steps.

Required Qualifications

- Diploma or Bachelor's degree in IT, Computer Science, or equivalent.

- 4+ years in end-user/desktop support in an enterprise (1,000+ users) environment.

- Solid hands-on with Windows 10/11, Microsoft 365, Active Directory, and Intune basics.

- Hardware fluency: laptop/desktop diagnostics, BIOS, peripherals, printers.

- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).

- Native or fluent Arabic AND professional English — non-negotiable.

- Currently in Qatar OR willing to relocate within 45 days.

Preferred / Nice to Have

- Microsoft MD-102 (Endpoint Administrator) or CompTIA A+/Network+.

- Exposure to MDM tools (Intune, JAMF, Workspace ONE).

- Basic networking troubleshooting (Wi-Fi, VPN, switch port).

- Mac OS support experience.