IT Support Engineer / Agent (Helpdesk Engineer)

Key Responsibilities

• Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform.

• Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard apps.

• Provide user-account, access, password, and Microsoft 365 support within security controls.

• Configure, deploy, replace, and recover endpoint devices and maintain asset records.

• Support meeting rooms, conferencing equipment, and common workplace technology.

• Escalate unresolved or specialist issues with complete diagnostics and evidence.

• Maintain knowledge articles, resolution notes, and recurring-issue records.

• Follow security, confidentiality, and data-handling requirements across all assigned locations.

Requirements

• 5+ years of professional end-user computing, desktop support, or service support experience.

• Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, and printers.

• Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM tools.

• ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft Endpoint certification preferred.

• Arabic and English communication skills are strongly preferred.