IT Support Specialist

About Ektis

Role purpose

First-line support (L1)

• Serve as the first point of contact for IT issues via ticket, chat, phone, and walk-up, logging every request accurately and keeping requesters informed until resolution.
• Triage and prioritise incoming issues, resolving common problems at first contact and escalating with clear, complete diagnostic notes when needed.
• Provide day-to-day support for laptops, mobile devices and peripherals.
• Handle password resets, MFA registration and recovery.
• Support end users on Microsoft 365—Outlook, Teams, SharePoint, OneDrive—including sync issues, sharing and permissions questions, and everyday how-to guidance.

Second-line support (L2)

• Investigate escalated incidents through to root cause, including Windows and macOS OS-level faults, application conflicts, profile corruption, and network connectivity problems.
• Administer user identities in Microsoft Entra ID: joiner-mover-leaver processes, group membership, conditional-access troubleshooting, and sign-in log analysis.
• Support and troubleshoot managed devices in Microsoft Intune—enrolment, compliance policies, application deployment, and configuration profiles.
• Set up and configure new joiner laptops end to end—enrolment, account, software installation, encryption, and handover—so new starters are productive on day one.

Service quality and security

• Maintain and improve the knowledge base—troubleshooting runbooks, how-to articles, and onboarding guides—so recurring issues get resolved faster.
• Identify recurring incidents and propose permanent fixes rather than repeat workarounds.
• Deliver clear onboarding walkthroughs for new joiners and short training sessions on tools the firm adopts.

Candidate Profile

• We look for people who are genuinely curious about how things work, who communicate calmly with a frustrated colleague, and who treat a resolved ticket as a chance to stop the next one happening.

You're a Great Fit If You Are

• Holder of a bachelor's degree or diploma in IT, computer science, or a related field—or equivalent practical experience.
• Bringing 2+ years in a support, helpdesk, or internship capacity; strong personal or academic hands-on experience counts.
• Comfortable with Windows 11 troubleshooting and Microsoft 365 as an end-user platform, with exposure to Entra ID, Intune, or Active Directory.
• Familiar with basic networking concepts—DNS, DHCP, VPN, Wi-Fi troubleshooting—and able to reason through where a fault sits.
• Methodical in diagnosis: you isolate variables, check the obvious first, and document what you tried.
• Patient and clear with non-technical colleagues, translating technical detail into plain language.
• Organized enough to juggle competing requests and judge what's urgent versus what's merely loud.
• Fluent in Arabic and English.

Nice to have

• Microsoft certifications (MS-900, AZ-900, MD-102), basic PowerShell scripting, macOS support experience, or familiarity with ITIL service-management practices.

What We Can Offer You

• Competitive compensation structure.
• Comprehensive health-insurance coverage.
• Certification sponsorship and a structured path from L1 into L2 and infrastructure work.
• Direct mentoring from senior IT staff and hands-on ownership of real systems, not shadowing.
• A supportive, entrepreneurial culture with opportunities to grow, innovate, and develop your technical career.