IT Support / Service Desk Specialist

About the role

Requirements

• Requirements
• - Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• - Minimum 2 years of hands-on IT Support / Service Desk experience; preferably 3–5+ years.
• - Strong experience with Windows/macOS and end-user devices.
• - Strong hardware and software troubleshooting skills.
• - Experience with ITSM/ticketing systems, preferably ManageEngine.
• - Good understanding of Incident and Service Request Management.
• - Basic understanding of Change and Problem Management.
• - Basic networking knowledge: TCP/IP, DNS, DHCP.
• - Experience with software installation, configuration, updates, and security patches.
• - Strong remote-support experience.
• - Good documentation and troubleshooting skills.
• - Arabic and English communication skills.
• Preferred Certifications
• - CompTIA A+
• - Microsoft MCP
• - ITIL Foundation
• Ideal Profile
• A hands-on IT Support professional with 3–5+ years of experience, strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.

Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
• Provide hands-on support for desktops and laptops, printers, mobile devices, Windows and macOS, Microsoft Office and standard business applications.
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account-related issues.
• Install, configure, update, and patch software and end-user devices.
• Maintain accurate IT asset records and support equipment tracking.
• Support IT setup and onboarding for new employees.
• Follow established ITSM workflows and escalation procedures; escalate complex incidents to L2/L3 with complete troubleshooting documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and recommend service improvements.
• Provide remote end-user support when required.
• Maintain accurate ticket updates and ensure SLA requirements are followed.

Skills

• Windows
• macOS
• Microsoft Office
• ITSM
• ticketing systems
• ManageEngine
• TCP/IP
• DNS
• DHCP
• hardware troubleshooting
• remote support
• end-user devices
• ITIL Foundation
• CompTIA A+
• Microsoft MCP