About the Role
The IT Technical Support Engineer is a vital role responsible for providing first-line onsite technical assistance to end users across the organization. In this position, you will troubleshoot hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. This role involves working under close supervision with opportunities for learning and growth within the IT function.
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Duties & Responsibilities
- Provide first-level onsite technical support for hardware, software, printers, and peripherals.
- Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements.
- Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.
- Perform basic troubleshooting of network connectivity issues (LAN, Wi-Fi, VPN).
- Install, update, and maintain operating systems and standard business applications.
- Assist in the management of user accounts, passwords, and access rights via Active Directory.
- Support IT asset tracking and maintain accurate records of hardware inventory.
- Escalate unresolved or complex issues to second-level support or senior engineers as appropriate.
- Assist with onboarding activities including workstation setup and IT orientation for new employees.
- Adhere to IT security policies, data protection guidelines, and company procedures.
- Support basic AV and video conferencing setup for meetings and events.
- Perform any other duties assigned by the IT Manager within the scope of the role.
Qualifications
Minimum
- Bachelor’s Degree or Diploma in IT, Computer Science, or related field.
Desired
- CompTIA A+ or equivalent entry-level IT certification.
Experience
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3-4 years of experience in IT support or a related technical role.
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Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.
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Good communication skills in English (written and verbal).
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Ability to work onsite full-time and respond to support requests promptly.
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Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk).
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Knowledge of Active Directory and basic network troubleshooting.
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Arabic language skills are an advantage.
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Experience in a corporate or multi-site environment.
Accountabilities
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Responsible for IT asset care and minimizing equipment damage or loss.
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Supports cost-effective use of consumables and IT resources.
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N/A – no direct budget authority at entry level.
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First-call resolution rate and helpdesk ticket closure within SLA.
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End-user satisfaction and quality of onsite support.
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Accurate and up-to-date IT asset records and documentation.
