HelpDesk Engineer

We are looking for an experienced IT Support / Service Desk Specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.

The ideal candidate will have strong hands-on experience supporting Windows/macOS, Microsoft Office, end-user devices, networking, and ITSM/ticketing systems, with excellent communication skills in both Arabic and English.

Key Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.

• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.

• Provide hands-on support for:

• Desktops and laptops

• Printers

• Mobile devices

• Windows and macOS

• Microsoft Office and standard business applications

• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.

• Support password resets, access requests, authentication, and account-related issues.

• Install, configure, update, and patch software and end-user devices.

• Maintain accurate IT asset records and support equipment tracking.

• Support IT setup and onboarding for new employees.

• Follow established ITSM workflows and escalation procedures.

• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.

• Document troubleshooting steps, FAQs, and solutions in the knowledge base.

• Identify recurring issues and recommend service improvements.

• Provide remote end-user support when required.

• Maintain accurate ticket updates and ensure SLA requirements are followed

Requirements

Requirements

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of hands-on IT Support / Service Desk experience; preferably 3–5+ years.