IT Support Engineer (English & Arabic Speaker)
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Key skills for this role
About the Role
We are seeking a skilled and presentable IT Support Specialist to provide dedicated technical support for VIP users at our client location. The role involves delivering first-line IT support, ensuring seamless resolution of technical issues, and maintaining excellent customer service standards.
Key Skills for This Role
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Overview
We are seeking a skilled and presentable IT Support Specialist to provide dedicated technical support for VIP users at our client location.
The role involves delivering first-line IT support, ensuring seamless resolution of technical issues, and maintaining excellent customer service standards.
The ideal candidate will be bilingual (English & Arabic), have strong interpersonal skills, and the ability to support senior executives in a professional environment.
Key Responsibilities
- Provide Level-1 IT support for hardware, software, and networking issues.
- Deliver dedicated VIP support to senior management and executives.
- Manage incidents, service requests, and problem tickets within SLA timelines.
- Troubleshoot and resolve desktop, laptop, printer, and mobile device issues.
- Provide support for Microsoft Office 365, email, and collaboration tools.
- Handle user account management (Active Directory, password resets, permissions).
- Perform basic troubleshooting of network connectivity issues (LAN/Wi-Fi/VPN).
- Escalate unresolved issues to L2/L3 support teams when necessary.
- Maintain accurate documentation of tickets, resolutions, and asset details.
- Ensure excellent communication and a professional appearance while dealing with end users.
- Assist in setting up devices for new employees (laptops, phones, accessories).
- Provide support in both English and Arabic for effective communication with all staff.
Qualifications & Skills
- Bachelor’s Degree in IT, Computer Science, or related field.
- 4–5+ years of experience in IT L1/Helpdesk/Desktop Support.
- Strong knowledge of Windows OS, Office 365, and end-user applications.
- Familiarity with ITSM tools (ServiceNow, Remedy, etc.).
- Excellent troubleshooting skills for hardware, software, and network issues.
- Strong customer service orientation with the ability to support VIP users.
- Fluent in English & Arabic (spoken and written).
- Presentable with excellent communication and interpersonal skills.
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