Senior IT Help Desk

Provide technical support for hardware, software, network, and email issues by phone, email, messaging, and in person.

Set up and maintain a simple, structured process for receiving, prioritizing, and tracking support requests (such as a shared support mailbox or request log).

Follow up on open issues, report on recurring problems, and meet agreed response times.

Escalate and follow up on complex issues with vendors or external IT providers.

Set up, configure, and maintain laptops, workstations, printers, and peripherals.

Manage user accounts, permissions, and access in Active Directory and Microsoft 365 (onboarding and offboarding).

Install and support engineering software (such as AutoCAD and Tekla) in coordination with the engineering team.

Support network connectivity, VPN, Wi-Fi, and remote access for site teams.

Maintain the IT asset inventory, licenses, and warranties.

Apply security practices: patching, antivirus, backups, and password policies.

Document solutions and create user guides and a basic knowledge base.

Bachelor’s degree in Computer Science, IT, or a related field.

4-6 years of experience in IT support or help desk, including at least 1-2 years in a senior or lead role.

Strong knowledge of Windows, Microsoft 365, and Active Directory.

Solid understanding of networking basics (TCP/IP, DNS, DHCP, VPN, firewalls).

Strong troubleshooting skills and a customer-service mindset.

Ability to organize work and build simple processes in an environment with limited existing structure.

Clear communication in English and Arabic, written and spoken.

High multi-tasking and time-management abilities.