End-User Support Specialist
وصف الوظيفة
This is A full time Fully remote Job
Key Responsibilities
- Hands-On Field Support: Provide face-to-face, desk-side IT support for hardware, software, and peripheral devices (printers, scanners, AV equipment) across multiple offices or branches.
- Windows & Hardware Management: Image, deploy, configure, and troubleshoot Windows 10/11 desktops, laptops, and mobile devices. Manage hardware lifecycle and perform physical repairs/replacements.
- Network Troubleshooting: Leverage your networking knowledge to troubleshoot LAN/WAN connectivity, Wi-Fi issues, VLAN configurations, and basic switch/router configurations at the edge.
- Application & M365 Support: Administer and troubleshoot the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications.
- IT Service Management: Log, update, and resolve incidents and service requests in the ITSM tool strictly adhering to ITIL best practices and SLAs.
- IT Asset Management: Maintain accurate inventory of all IT hardware and software assets, ensuring proper tagging, tracking, and secure disposal.
Technical Requirements & Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 4+ years of proven, hands-on experience in desktop, end-user, or field support roles.
- Mandatory Certifications:
- CompTIA A+ (Core hardware/OS knowledge).
- ITIL Foundation (Service management framework).
- Microsoft 365 Certification
- Cisco CCNA (Demonstrating strong foundational networking skills).
- Technical
Skills
- Expert-level knowledge of Windows OS deployment and troubleshooting.
- Strong diagnostic skills for hardware and software issues.
- Practical experience in network support (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, basic switchport configuration).
- Proficiency in application support and M365 administration.
- Languages: Fluent in both Arabic and English (excellent verbal and written communication skills to support a diverse user base and document technical procedures).
المهارات المذكورة
iHorizons is a leading provider of business solutions and technology services across MENA and emerging markets. Founded in 1996 and headquartered in Doha, Qatar, iHorizons has been instrumental in helping organizations and governments accelerate their digital transformations. Our mission revolves around improving customer experiences and increasing operational efficiencies through innovative solutions. With a strong focus on digital services, iHorizons specializes in various sectors including telecom, government, and media. We have established ourselves as trusted partners to major clients such as Ooredoo and Al Jazeera. Our flagship products, such as the iHorizons Knowledge Server, are crafted to meet the unique demands of large-scale operatives, particularly in managing Arabic web content effectively. Additionally, our custom solutions equip clients with the tools necessary for navigating their digital landscapes, ensuring that they remain competitive in an ever-evolving market. We pride ourselves on our commitment to quality, customer satisfaction, and fostering a culture of innovation. Our diverse team, drawn from various backgrounds and expertise, works collaboratively to deliver tailored solutions that meet the specific needs of our clients.
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