Senior Helpdesk Agent (Arabic)

Job Summary

Senior Helpdesk Agent

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