Field Support Technician

Black & Grey HR; Qatar; On-site; QAR 89,000 - 134,000; Full time

Job summary

Black & Grey HR is partnering with a leading enterprise technology organization to hire an experienced Field Support Technician. The role focuses on end-user computing, hardware/software troubleshooting, and executive-level IT support.

You will handle on-site and remote support for desktops, laptops, mobile devices, and collaboration tools, manage incidents within SLA, and work with identity and security tools. A valid driver’s license is mandatory.

Qualifications

• Minimum 5 years of work experience in the IT industry.
• 3 years of experience in IT Service Management or End User Computing / Equipment Domain.
• Strong knowledge of Windows OS environments.
• Familiarity with Microsoft 365, Outlook, Teams, and basic network troubleshooting.
• Experience with ticketing tools and Managed Print Services.
• Understanding of security tools such as antivirus, endpoint protection, and MFA.

Responsibilities

• Provide first- and second-level IT support for desktops, laptops, and peripherals.
• Troubleshoot hardware, software, network, and application issues.
• Install and maintain Windows/macOS operating systems and enterprise software.
• Support video conferencing tools and office IT equipment.
• Document issues and resolutions in the ticketing system.
• Coordinate with vendors for repairs and warranty claims.
• Provide remote support for offsite or hybrid employees.
• Escalate unresolved issues to higher-level teams when needed.

Skills

Windows OS

Microsoft 365

End User Computing

Troubleshooting

IT Support

Ticketing systems

Security tools

Education

Bachelor’s degree in IT

Microsoft Modern Desktop Administrator

ITIL certification

Tools

Active Directory

Azure Entra ID

MFA tooling

Job description

Black & Grey HR is partnering with a leading enterprise technology organization to hire an experienced Field Support Technician. This opportunity is ideal for professionals with a strong background in end-user computing, hardware/software troubleshooting, and executive-level IT support. A valid driver's license is mandatory for this role.

Key Responsibilities:

IT Operational Support

• Provide first- and second-level support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Install, configure, and maintain operating systems (Windows/macOS) and approved enterprise software.
• Support video conferencing tools, printers, and office IT equipment.
• Manage and resolve incidents and service requests within defined SLA timelines.
• Document issues, resolutions, and processes in the ticketing system.
• Assist in IT onboarding/offboarding processes, including device setup, configuration, and retrieval.
• Coordinate with vendors for repairs, replacements, and warranty claims.
• Provide remote support for offsite or hybrid employees.
• Escalate unresolved issues to higher-level support teams when required.

Enterprise Collaboration & Identity Support

• Support end-user access to Microsoft 365, including Outlook, Teams, and SharePoint.
• Assist with user provisioning and de-provisioning related to identity management (e.g., Active Directory, Azure Entra ID) from the endpoint perspective.
• Enforce security and compliance policies on end-user devices.

Asset Management

• Participate in IT asset management and periodic inventory checks.
• Communicate asset management strategies to team members and stakeholders effectively.
• Track hardware lifecycle and ensure accurate inventory records.

Security & Operations

• Ensure compliance with IT policies, security standards, and best practices.
• Support security tools such as antivirus, endpoint protection, and MFA on end-user devices.
• Maintain technical documentation and standard operating procedures (SOPs).
• Participate in incident, change, and service management activities.

Requirements

Experience

• Minimum 5 years of work experience in the IT industry.
• 3 years of experience in positions and responsibilities within IT Service Management or End User Computing / Equipment Domain.
• Strong knowledge of Windows OS environments.
• Familiarity with Microsoft 365, Outlook, Teams, and basic network troubleshooting.
• Experience with ticketing tools and Managed Print Services.
• Understanding of security tools such as antivirus, endpoint protection, and MFA.

Education & Certifications

• Bachelor’s degree in Information Technology (BSc), Computer Science, or a related field (BSc of Engineering or BSc of IT).
• Microsoft Certified: Modern Desktop Administrator (preferred).
• Certification in ITIL or other similar areas of IT Service Management (preferred).