Engineer Mobility & VIP Support

The purpose of this position is to provide basic IT technical support and assistance to employees regarding software, hardware, and mobile handsets, ensuring that all requests and incidents are attended to and resolved according to agreed timelines, quality standards, and approved SLAs. This role requires responding to the needs of executive management offices and accountability for all incidents until full resolution of all complaints.

Key responsibilities include planning the weekly and daily workload with appropriate resource mapping to achieve targeted KPIs, preparing weekly and monthly performance reports for agents and operations, supporting the implementation of complex VIP requirements for software and hardware, and ensuring timely updates for executive management hardware and software to maintain business continuity. Additionally, the incumbent will follow up on the escalation process to meet service standards in quality and response times, and collaborate with team members to ensure an optimal desktop network.

Qualifications: A Bachelor's degree or higher in Computer Science/IT or equivalent.

Experience: A minimum of 2 years in a Technology/Information Services role.

Skills: We are looking for a candidate with the ability to lead teams, a very strong technical knowledge of telecom infrastructure, and a demonstration of strong leadership and strategic thinking skills. Excellent written and verbal communication skills in English are required, with bilingual capability (fluency in English & Arabic) preferred.