Senior Helpdesk Agent

Arab Solutions

Employer Active

Posted 3 hrs ago

Experience

3 - 7 Years

Job Location

Doha - Qatar

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

We are seeking a skilled and customer-focused Senior Helpdesk Agent to provide advanced technical support and ensure high-quality IT service delivery. The ideal candidate will handle escalated issues, support junior agents, and maintain service excellence while communicating effectively in Arabic.

Key Responsibilities

  • Provide Level 1 & Level 2 technical support for end users (hardware, software, network issues)
  • Handle and resolve complex or escalated tickets within defined SLAs
  • Act as a point of escalation for junior helpdesk agents
  • Monitor ticket queues and ensure timely resolution and follow-ups
  • Install, configure, and troubleshoot desktops, laptops, printers, and applications
  • Support user account management (Active Directory, email systems, access control)
  • Maintain accurate documentation of incidents, solutions, and processes
  • Collaborate with IT teams (network, infrastructure, security) for issue resolution
  • Ensure high levels of customer satisfaction and communication in Arabic
  • Assist in training and mentoring junior staff

Desired Candidate Profile

Required Skills & Qualifications

  • 3 5 years of experience in IT Helpdesk / Service Desk roles
  • Strong troubleshooting skills in:
    • Windows OS, Microsoft Office 365
    • Basic networking (LAN/WAN, VPN)
    • Hardware and peripheral support
  • Experience with ticketing systems (ServiceNow, Jira, or similar)
  • Knowledge of Active Directory and user management
  • Excellent Arabic communication skills (spoken & written)
  • Basic English communication skills
  • Strong problem-solving and analytical abilities
  • Ability to work under pressure and manage multiple priorities

Preferred Qualifications

  • IT certifications such as ITIL, CompTIA A+, or Microsoft certifications
  • Experience in enterprise or managed service environments
  • Prior experience in mentoring or leading a small team

Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Senior Helpdesk Agent

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Arab Solutions

https://app.pyjamahr.com/careers?company=Arab%20Solutions&job_id=348480&company_uuid=B186148E48