About the Role
This position involves receiving, diagnosing, and resolving incidents and service requests through the approved ITSM platform. You will support a variety of technologies including laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard applications. A key aspect of this role is to provide user-account, access, password, and Microsoft 365 support while ensuring compliance with security controls.
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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 apps.
- Provide user-account, access, password, and Microsoft 365 support within 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
- 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.
