Service Desk Engineer

TL;DR

Service Desk Engineer: Provide first-line technical support to internal employees and manage user access across core platforms with an accent on security policies and a user-focused mindset. Focus on troubleshooting software and internal platform issues, ensuring smooth operation of third-party systems, and maintaining internal documentation.

Location: Full-time remote, working Sunday to Thursday, GMT +3 timezone. The team operates globally from over 25 different countries. There is a potential opportunity to apply for a Qatar ID and relocation to Doha, Qatar.

Company

Qatar Insurance Company (hirify.global) is the leading insurance provider in GCC, established in 1964, aiming to become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform.

What you will do

• Provide first-line technical support for platforms like Jira, Confluence, GitLab, Google Workspace, and Slack.
• Manage access requests and user permissions in line with security policies.
• Troubleshoot software and internal platform issues.
• Monitor system alerts and respond to incidents efficiently.
• Manage support tickets and adhere to specified SLAs.
• Create and maintain internal documentation and knowledge base articles.

Requirements

• 2–3 years of experience in IT support / Helpdesk.
• Strong understanding of IT infrastructure, including networks, servers, and cloud.
• Experience with Atlassian tools and Git-based platforms.
• Mandatory experience with Jira Service Desk.
• Required knowledge of Google Workspace and IAM principles.
• Strong communication skills and a user-oriented approach.
• English language B2 proficiency is required.

Nice to have

• Degree in IT or a related field.
• ITIL, CompTIA A+, or similar certifications.

Culture & Benefits

• Long-term service agreement contract with hirify.global after a 3-month probation period.
• Work as a digital nomad with a diverse team distributed across 25+ countries.
• Monthly payment in US dollars via SWIFT bank transfer.
• Full-time remote work, 5 days per week, Sunday to Thursday.
• Vacation policy includes the Qatar Holiday Calendar, 20 vacation days, and 10 sick offs.
• Performance reviews conducted twice a year with potential for salary increases.