IT Support / Service Desk Specialist

Job Summary

Key Responsibilities

• Provide L1 IT support through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests in the ITSM or ticketing system.
• Support desktops, laptops, printers, mobile devices, Windows, macOS, Microsoft Office, and business applications.
• Troubleshoot 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 IT asset records and support equipment tracking.
• Support IT setup and onboarding for new employees.
• Follow ITSM workflows and escalation procedures.
• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues, recommend service improvements, maintain ticket updates, and follow SLA requirements.

Requirements

• Diploma or Bachelor's degree in IT, Computer Science, or a related field.
• At least 2 years of hands-on IT Support or Service Desk experience; 3-5 or more years is preferred.
• Strong experience with Windows, macOS, and end-user devices.
• Strong hardware and software troubleshooting skills.
• Experience with ITSM or ticketing systems; ManageEngine experience is preferred.
• Good understanding of Incident and Service Request Management.
• Basic understanding of Change and Problem Management.
• Basic networking knowledge including TCP/IP, DNS, and 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+ is preferred.
• Microsoft MCP is preferred.
• ITIL Foundation is preferred.