Helpdesk Engineer

Your tasks

We are looking for an experienced IT support / service desk specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
• Provide hands-on support for:
• Desktops and laptops
• Printers
• Mobile devices
• Windows and macOS
• Microsoft Office and standard business applications
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account-related issues.
• Install, configure, update, and patch software and end-user devices.
• Maintain accurate IT asset records and support equipment tracking.
• Support IT setup and onboarding for new employees.
• Follow established ITSM workflows and escalation procedures.
• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and recommend service improvements.
• Provide remote end-user support when required.
• Maintain accurate ticket updates and ensure SLA requirements are followed.

Requirements

The ideal candidate will have strong hands-on experience supporting Windows/macOS, Microsoft Office, end-user devices, networking, and ITSM/ticketing systems, with excellent communication skills in both Arabic and English.

• Diploma or bachelor’s degree in IT, computer science, or a related field.
• Minimum 2 years of hands-on IT support / service desk experience; preferably 3–5+ years.
• Strong experience with Windows/macOS and end-user devices.
• Strong hardware and software troubleshooting skills.
• Experience with ITSM/ticketing systems, preferably ManageEngine.
• Good understanding of incident and service request management.
• Basic understanding of change and problem management.
• Basic networking knowledge: TCP/IP, DNS, DHCP.
• Experience with software installation, configuration, updates, and security patches.
• Strong remote-support experience.
• Good documentation and troubleshooting skills.
• Arabic and English communication skills.

Preferred Certifications

• CompTIA A+
• Microsoft MCP
• ITIL Foundation

Ideal Profile A hands-on IT support professional with 3–5+ years of experience, strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.