Senior Helpdesk Agent (Arabic)
Skills
About This Role
Job Summary
We are seeking a skilled and customer-focused
Senior Helpdesk Agent
to provide advanced technical support and ensure high-quality IT service delivery.
The ideal candidate will handle escalated issues, support junior agents, and maintain service excellence while communicating effectively in Arabic.
Key Responsibilities
- Provide Level 1 & Level 2 technical support for end users (hardware, software, network issues)
- Handle and resolve complex or escalated tickets within defined SLAs
- Act as a point of escalation for junior helpdesk agents
- Monitor ticket queues and ensure timely resolution and follow-ups
- Install, configure, and troubleshoot desktops, laptops, printers, and applications
- Support user account management (Active Directory, email systems, access control)
- Maintain accurate documentation of incidents, solutions, and processes
- Collaborate with IT teams (network, infrastructure, security) for issue resolution
- Ensure high levels of customer satisfaction and communication in Arabic
- Assist in training and mentoring junior staff
Required Skills & Qualifications
- 3–5 years of experience in IT Helpdesk / Service Desk roles
- Strong troubleshooting skills in:
+ Windows OS, Microsoft Office 365
- + Basic networking (LAN/WAN, VPN)
- + Hardware and peripheral support
- Experience with ticketing systems (ServiceNow, Jira, or similar)
- Knowledge of Active Directory and user management
- Excellent Arabic communication skills (spoken & written)
- Basic English communication skills
- Strong problem-solving and analytical abilities
- Ability to work under pressure and manage multiple priorities
Preferred Qualifications
- IT certifications such as ITIL, CompTIA A+, or Microsoft certifications
- Experience in enterprise or managed service environments
- Prior experience in mentoring or leading a small team
Skills
comptia a+,windows os,user management,it helpdesk,lan,vpn,escalation,troubleshoot desktops,network,security,itil,wan,active directory,infrastructure
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