IT On-Site Support Engineer

At WSP, our IT On-Site Support (OSS) team keeps our people and projects productive across the Middle East. 

We are looking for a self-driven IT On-Site Support Engineer to be WSP's IT presence in Qatar.
 

You will look after our Jaidah Square office in Doha and the WSP project offices around Qatar. You will be the single point of contact for IT in Qatar, so this is a varied, hands-on role. On any given day you might fix a laptop, set up a new starter or support a meeting-room event. You will also work directly with project managers and office leaders.

• A degree or diploma in Information Technology, Computer Science or a related field.
• 3–5 years of hands-on IT support experience in an enterprise environment, ideally deskside or on-site support.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory and Intune basics.
• Good working knowledge of networking basics (DNS, DHCP, Wi-Fi, VPN) and hardware diagnostics.
• Experience with an IT service management tool, preferably ServiceNow.
• Able to work independently as the only IT person on site, with good judgement about when to escalate.
• Excellent spoken and written English. You can explain technical issues in plain language.
• Willing to travel regularly to project offices across Qatar, and occasionally to other Middle East offices.
• Based in Qatar, or able to relocate.

        On-site support and user experience

• Provide level 1.5 and level 2 support in person, remotely and by phone. This covers desktops, laptops, mobile devices, peripherals, Windows, Microsoft 365, approved business applications, networks and collaboration tools.
• Resolve incidents and requests within agreed service levels. When something needs escalating, pass it on with full context.

• Give priority support to senior leaders and critical project users.

  Project office support

• Support Qatar project offices through scheduled visits and on-demand call-outs.
• Set up new project offices and site locations, and decommission them when they close.

• Troubleshoot site connectivity and work with local internet providers and vendors.

  Onboarding, offboarding and device lifecycle

• Prepare, image, deploy, refresh and decommission devices to WSP global standards.
• Deliver IT inductions so new joiners are productive from day one.
• Recover equipment and approved data from leavers.

• Manage warranty repairs and vendor activity.

  Assets and inventory

• Keep stock and asset records accurate in the CMDB (configuration management database).

• Reconcile physical stock, raise replenishment requests and help with audits.

  Workplace technology

• Support meeting rooms, audio-visual equipment, Microsoft Teams Rooms, printers and shared office equipment.

• Carry out regular meeting-room health checks.

  Stakeholder management

• Act as the local IT contact for Qatar office management, project teams, procurement and HR.
• Turn business needs into IT requests and service improvements and coordinate with the IT Business Partner.

• Keep the Middle East OSS Team Leader informed about service risks, escalations and upcoming demand.

  Service discipline and security

• Record all work accurately in ServiceNow, following ITIL-based processes.
• Apply information-security controls and support legal-hold and privileged-access requests.

• Write and update knowledge base articles so more issues can be fixed at first contact.

  Hands-on support for projects and infrastructure

• Be the on-site "hands and eyes" for infrastructure and network teams during changes, major incidents and continuity tests.