Our Core Business Values
Arab Solutions believes that technology is at the forefront of empowering people and organisations throughout the world. Our core business values are, therefore, to discover opportunities for creating a transformation to use our knowledge and expertise in supporting positive change and to enable people in producing powerful new developments.

We deliver on time and in budget
 Using a consultative approach, our experts identify which areas of our clients business can benefit from our services. This transforms IT from overhead cost, albeit one that provides commodity services, into a strategic value-add for our clients business. Arab Solutions is committed to meeting our client’s needs as well as working within their budgetary parameters.

Arab Solutions

Job Title: Senior Helpdesk Agent (Arabic Speaker)
Location: Doha, Qatar Experience: 3–5 Years Language Requirement: Arabic (Fluent) + Basic English
Job Summary
We are seeking a skilled and customer-focused Senior Helpdesk Agent to provide advanced technical support and ensure high-quality IT service delivery. The ideal candidate will handle escalated issues, support junior agents, and maintain service excellence while communicating effectively in Arabic.
Key Responsibilities
<ul>
<li>Provide Level 1 &amp; Level 2 technical support for end users (hardware, software, network issues)</li>
<li>Handle and resolve complex or escalated tickets within defined SLAs</li>
<li>Act as a point of escalation for junior helpdesk agents</li>
<li>Monitor ticket queues and ensure timely resolution and follow-ups</li>
<li>Install, configure, and troubleshoot desktops, laptops, printers, and applications</li>
<li>Support user account management (Active Directory, email systems, access control)</li>
<li>Maintain accurate documentation of incidents, solutions, and processes</li>
<li>Collaborate with IT teams (network, infrastructure, security) for issue resolution</li>
<li>Ensure high levels of customer satisfaction and communication in Arabic</li>
<li>Assist in training and mentoring junior staff</li>
</ul>
Required Skills &amp; Qualifications
<ul>
<li>3–5 years of experience in IT Helpdesk / Service Desk roles</li>
<li>Strong troubleshooting skills in:
<ul>
<li>Windows OS, Microsoft Office 365</li>
<li>Basic networking (LAN/WAN, VPN)</li>
<li>Hardware and peripheral support</li>
</ul>
</li>
<li>Experience with ticketing systems (ServiceNow, Jira, or similar)</li>
<li>Knowledge of Active Directory and user management</li>
<li>Excellent Arabic communication skills (spoken &amp; written)</li>
<li>Basic English communication skills</li>
<li>Strong problem-solving and analytical abilities</li>
<li>Ability to work under pressure and manage multiple priorities</li>
</ul>
Preferred Qualifications
<ul>
<li>IT certifications such as ITIL, CompTIA A+, or Microsoft certifications</li>
<li>Experience in enterprise or managed service environments</li>
<li>Prior experience in mentoring or leading a small team</li>
</ul>