IT Support Engineer / Agent (Helpdesk Engineer)

About the Role
We are seeking a skilled IT Support Specialist to join our team. This role is vital in ensuring smooth IT operations by providing exceptional support for end-user computing and desktop solutions. You will receive, diagnose, and resolve incidents and service requests through our approved ITSM platform while maintaining high standards of security and data handling.

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 security controls.
• Configure, deploy, replace, and recover endpoint devices while maintaining 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

• 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.
• Arabic and English communication skills are strongly preferred.