IT Call Center Executive for one of its clients which is a Business Consulting, IT Solutions and Services company in Qatar with the following skill set and terms and conditions. Bilingual Required (Excellent written and oral proficiency in Arabic and English languages are mandatory) Role To Serve users who all are calling to IT Helpdesk call center by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining Call and problem database and is to support and maintain in-house computer systems, desktops, and peripherals as required. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Responsibilities Answer IT Helpdesk calls and assess customers' technical support needs and handle/route accordingly Provide first level technical support onsite for Internet connectivity and IT Issues using documented procedures and available tools Identify and provide input on unique or recurring customer problems Update customers about product line and service offerings, current products and technologies Escalation of issues to Support teams in order to resolve the issue to the users’ complete satisfaction Maintain accurate call logging and tracking into Call support database Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately document instances of hardware failure, repair, installation, and removal. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. Support development and implementation of new computer projects and new hardware installations. Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executable, and respond to crises in accordance with business continuity and disaster recovery plans. Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase. Write technical specifications for purchase of PCs, networking hardware and related products. Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs. Work with end users to identify and deliver required PC service levels. Liaise with, and provide training and support to, end users and staff on computer operation and other issues. Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products. Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed. Receive and respond to incoming calls, IM’s, and/or e-mails regarding PC and/or hardware problems. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment. Monitor and test PC performance to provide statistics and reports. Construct, install, and test customized configurations based on various platforms and operating systems. If necessary, liaise with third-party support and PC equipment vendors. Provide guidance to junior members of the team if required. Position Requirements Education & Certification University degree Certifications in Microsoft, Linux or Cisco will be added advantage. Knowledge & Experience Excellent technical knowledge of network and PC hardware. Hands-on hardware troubleshooting experience. Extensive equipment support experience. Working technical knowledge of current network protocols, operating systems, and standards. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Ability to conduct research into PC issues and products as required.