Role and Responsibilities

The IT Helpdesk Engineer is the first line of defense for all things technical within a company. The successful candidate will be responsible for providing technical support to end-users, resolving hardware and software issues, and ensuring smooth operation of the company's IT infrastructure. This role requires strong problem-solving skills, excellent communication abilities, and a customer-oriented approach.

• Technical Support:

• Provide first and second-level support for hardware, software, and network issues.
• Respond to and resolve helpdesk tickets in a timely manner.
• Assist users with troubleshooting and resolving computer and peripheral issues.
• Must have experience in setting up and managing ITSM systems such as Manage Engine, ServiceNow or others.

• System Maintenance:

• Perform routine maintenance and updates on company computers and software.
• Ensure all systems are up-to-date with the latest patches and security updates.
• Manage user accounts, permissions, and access rights in various systems.

• Network Support:

• Troubleshoot and resolve network connectivity issues.
• Assist with the setup and maintenance of LAN/WAN and VPN connections.
• Monitor network performance and report any issues to the IT Manager.
• Documentation and Training:
• Create and maintain documentation for common issues and solutions.
• Provide training and guidance to end-users on best practices and use of IT resources.
• Develop and update IT support procedures and policies.

• Customer Service:

• Communicate effectively with end-users to understand and resolve their issues.
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
• Escalate complex issues to senior IT staff or external vendors as necessary.
• Inventory Management:
• Manage IT inventory including hardware, software licenses, and accessories.
• Assist in the procurement and deployment of new equipment.

Additional Preferable Skills,

• Experienced in troubleshooting network and connectivity related issues.
• Exposure to testing software applications.

Qualifications and Education Requirements

• Minimum 5-year experience in years of experience in an IT helpdesk or technical support role.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with remote support tools and ticketing systems.

Knowledge of virtualization technologies (e.g., VMware, Hyper-V).

Preferred Skills

• Strong understanding of networking concepts and troubleshooting.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills, with the ability to build rapport with users of all technical backgrounds.
• Customer service focus, with a commitment to providing prompt and courteous assistance.

Arabic Language Proficiency is a plus.

Additional Notes

This position reports to the Chief Technology Officer and collaborates with Infrastructure, Information Security and Software Engineers.