Required Skills
Microsoft Office Suite
Wi-Fi
VPNs
LAN
ServiceNow
Jira
shared drives
Job Summary
We seek a dedicated and customer-focused IT Support Engineer to provide comprehensive end-user support. The role is responsible for troubleshooting and resolving hardware, software, and network issues for employees, ensuring that IT services are delivered efficiently, and user satisfaction is prioritized. The ideal candidate will have hands-on experience supporting desktop environments, managing user accounts, and providing high-quality technical assistance to non-technical users.
Experience
Minimum 4 years of experience in IT support or help desk roles focusing on end-user support
Job Responsibilities
- Provide first-line and second-line technical support to end users on hardware, software, and network-related issues.
- Install, configure, and maintain desktop computers, laptops, printers, and other IT peripherals.
- Diagnose and resolve technical problems related to operating systems (Windows/MacOS), software applications (Microsoft Office, email clients, etc.), and basic network connectivity.
- Assist users with password resets, account lockouts, and other Active Directory-related issues.
- Install and configure software applications on user machines, ensuring compatibility and proper licensing.
- Troubleshoot application issues and guide users through resolutions or provide instructions for proper usage.
- Provide training and support for users on new software applications or systems.
- Perform routine maintenance and troubleshooting of end-user hardware, including desktops, laptops, monitors, and mobile devices.
- Coordinate hardware repairs and replacements in conjunction with vendors or service providers.
- Ensure that IT equipment is well-maintained and assist in inventory management.
- Provide both on-site and remote support via phone, email, or remote-access tools (e.g., TeamViewer, AnyDesk) to resolve user issues.
- Guide users through troubleshooting steps to resolve technical problems or escalating issues when necessary.
- Manage user accounts and permissions in Active Directory, ensuring correct access based on roles and organizational policies.
- Assist with setting up new user accounts, email configurations, and access to network drives and shared resources.
- Log, track, and resolve user issues using a ticketing system, ensuring timely resolution of incidents.
- Prioritize tickets based on impact and urgency, while providing regular updates to users.
- Maintain accurate and detailed documentation of support requests and resolutions for future reference.
- Work closely with the IT team to escalate more complex technical issues as needed, ensuring prompt resolution.
- Collaborate with various departments to understand their IT needs and provide tailored support.
- Assist in the rollout of new hardware, software, or IT policies affecting end users.
- Provide one-on-one or group training sessions for users to help them better utilize IT tools and applications.
- Develop and maintain user guides, FAQs, and other support documentation to assist users in resolving common issues independently.
Job Benefits
- Competitive salary, Medical insurance
Desired Skills
•
Excellent communication skills
with the ability to explain technical concepts to non-technical users.
•
Strong customer service focus
with a patient and approachable demeanor.
•
Excellent proficiency in Arabic / English
•
Excellent time management and multitasking abilities in a fast-paced environment.
•
Ability to remain calm and handle high-pressure
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