IT Support / Help Desk / Desktop Support Engineer

Role Overview

IT Support / Help Desk / Desktop Support Engineer at VAM Systems, Qatar operations.

Role Purpose

Provide comprehensive technical support to end-users, managing desktop environments, user access, and endpoint devices while maintaining service levels in a Microsoft 365-focused infrastructure.

Key Responsibilities

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments and user accounts.
• Manage Azure Entra ID (Azure AD) and authentication systems.
• Support Microsoft Exchange Online and related services.
• Administer Microsoft Intune for mobile device management (MDM) and mobile application management (MAM).

Desktop & Endpoint Support

• Troubleshoot and support Windows 11 administration and configuration.
• Manage endpoint patching and updates across the organization.
• Monitor and perform backup recovery operations.
• Manage printer systems and related peripherals.

Active Directory & Access Management

• Administer Active Directory Users & Computers.
• Manage user access and computer account provisioning.
• Support access control systems and card management solutions.
• Own user access management and credential administration.

Network & Connectivity Support

• Troubleshoot network and Wi-Fi connectivity issues.
• Apply basic networking knowledge of TCP/IP, DNS, DHCP, LAN/WAN, and wireless protocols.

IT Asset & Service Management

• Maintain IT asset management and inventory tracking.
• Work within ticketing systems and SLA-driven support environments.
• Prioritize and manage multiple support requests concurrently.
• Document issues, resolutions, and user interactions thoroughly.

Security & Best Practices

• Apply Microsoft Defender and security best practices in daily operations.
• Maintain strong information security discipline across supported systems.

Qualifications & Experience

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or related field.
• 4 years of experience in IT Help Desk, Service Desk, or Desktop Support roles.
• Experience supporting Microsoft 365 environments.
• Knowledge of Active Directory and Microsoft Intune.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi).
• Experience with Windows 11 administration and troubleshooting.

Skills & Competencies

• Microsoft 365 Administration.
• Microsoft Intune (MDM/MAM).
• Active Directory Users & Computers.
• Azure Entra ID (Azure AD).
• Windows 11 Support.
• Endpoint Patching & Updates.
• Microsoft Exchange Online.
• Network and Wi-Fi Troubleshooting.
• Printer Management Systems.
• Backup Monitoring and Recovery.
• User Access Management.
• Computer Account Management.
• IT Asset Management.
• Excellent communication and customer service skills.
• Strong troubleshooting and analytical abilities.
• Ability to prioritize and manage multiple support requests.
• Team-oriented with a proactive approach to problem-solving.
• Strong documentation and organizational skills.

Additional Information

Certifications (Preferred)

• ITIL Foundation certification.
• Microsoft Certified: Modern Desktop Administrator or equivalent.

Languages

• Fluent in Arabic and English (spoken and written); mandatory.

Other

• Experience level: Mid-Level (4–6 years).
• Joining timeframe: Immediate.