IT Technical Support Engineer

About the company

Job summary

Duties and responsibilities

• Provide first-level onsite support for hardware, software, printers, and peripherals; log, track, and resolve helpdesk tickets within SLA requirements.
• Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.
• Troubleshoot basic LAN, Wi-Fi, and VPN connectivity issues; install, update, and maintain operating systems and standard business applications.
• Assist with user accounts, passwords, and access rights using Active Directory.
• Track IT assets and maintain accurate hardware inventory records; escalate unresolved or complex issues to second-level support or senior engineers.
• Support onboarding with workstation setup and IT orientation; follow IT security, data protection, and company procedures.
• Set up basic AV and video conferencing for meetings and events; perform other duties assigned by the IT Manager within the role's scope.

Minimum qualification

• Bachelor's degree or diploma in IT, Computer Science, or a related field.

Desired qualification

• CompTIA A+ or equivalent entry-level IT certification is desired.

Experience and capabilities

• 3–4 years of experience in IT support or a related technical role.
• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Good written and verbal communication skills in English.
• Ability to work onsite full-time and respond promptly to support requests.
• Exposure to ITSM tools such as ServiceNow, Freshdesk, or Zendesk.
• Knowledge of Active Directory and basic network troubleshooting.
• Arabic language skills are an advantage; experience in a corporate or multi-site environment is also noted.

Accountabilities

• Care for IT assets and minimize equipment damage or loss; support cost-effective use of consumables and IT resources.
• No direct budget authority at entry level.
• Meet first-call resolution and helpdesk ticket closure expectations within SLA.
• Maintain end-user satisfaction and quality of onsite support.
• Keep IT asset records and documentation accurate and up to date.