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.