IT Support Engineer / Agent (Helpdesk Engineer)

About the Role
In this position, you will play a key role in providing technical support to users, ensuring smooth operation of desktop environments, and maintaining high standards of IT service management. You will be responsible for handling a variety of incidents and service requests, while supporting critical workplace technologies and ensuring compliance with security and data-handling protocols.

Key Responsibilities

• Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform.
• Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard applications.
• Provide user-account, access, password, and Microsoft 365 support within established security controls.
• Configure, deploy, replace, and recover endpoint devices and maintain asset records.
• Support meeting rooms, conferencing equipment, and common workplace technology.
• Escalate unresolved or specialist issues with complete diagnostics and evidence.
• Maintain knowledge articles, resolution notes, and recurring-issue records.
• Follow security, confidentiality, and data-handling requirements across all assigned locations.

Requirements

• Minimum of 5+ years of professional end-user computing, desktop support, or service support experience.
• Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, and printers.
• Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM tools.
• ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft Endpoint certification preferred.
• Proficient in Arabic and English communication skills is strongly preferred.