About the Role
We are seeking an experienced IT Support / Service Desk Specialist to deliver first-line technical support to end users. The role involves troubleshooting hardware and software issues, managing service requests and incidents, and ensuring timely resolution and escalation of technical problems. The ideal candidate will possess strong hands-on experience across multiple platforms such as Windows and macOS, along with excellent communication skills in both Arabic and English.
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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
- 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.
- Strong experience with Windows/macOS and end-user devices.
- Strong hardware and software troubleshooting skills.
- Experience with ITSM/ticketing systems, preferably ManageEngine.
- Good understanding of Incident and Service Request Management.
- Basic understanding of Change and Problem Management.
- Basic networking knowledge: TCP/IP, DNS, DHCP.
- Experience with software installation, configuration, updates, and security patches.
- Strong remote-support experience.
- Good documentation and troubleshooting skills.
- Proficient in Arabic and English communication skills.
Preferred Certifications
- CompTIA A+
- Microsoft MCP
- ITIL Foundation
Ideal Profile
A hands-on IT Support professional with 3–5+ years of experience, strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.
