Technical Support Engineer

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Job Title: Service Desk Analyst / Technical Helpdesk Engineer
Experience: 3+ years

Required Skills:

• Arabic speakers
• Active Directory
• Service Now
• Remote Troubleshooting
• Office 365
• Microsoft Exchange
• ITIL
• Azure

• Attend to all communications to IT Helpdesk (phone, email, self‑service, chat, walk‑in).
• Use phone etiquette while dealing with users.
• Provide first level support to users and improve first level resolution percentage.
• Log calls and requests in the Service Desk System (prefer candidates worked on different ticketing tools).
• Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
• Prioritize and manage multiple support requests simultaneously.
• Decide priorities and impact for helpdesk calls and mobilize support team for immediate resolution of high critical incidents.
• Attempt to resolve incidents directly (e.g., over the phone or via remote management) as first level support and on‑site assistance as needed.
• When immediate resolution is not possible, assign requests to second level personnel.
• Communicate with users regarding use of FAQs, policies, and procedures.
• Proactively look at root causes for repeated incidents.
• Track progress and provide call status information to users.
• Provide management reports (statistics, trend analysis, corrective action).
• Perform software installations (individual and group rollouts).
• Manage knowledge base, FAQs, etc.
• Maintain list of IT services, service assignment groups, SLAs, KPIs.
• Notify support personnel about variance and update Service Desk System for reasons and justification.
• Improve skills in line with new technology roll‑outs in the IT Department.
• Provide guidance to service desk team members and share knowledge.
• Communicate with users regarding new services, planned service disruptions and other bulletin messages.
• Establish process to facilitate knowledge transfer and foster services sustainability.
• Perform other duties and responsibilities related to the job and as assigned by line manager.
• Promote security awareness among users by educating them about best practices and identifying potential security risks.

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g., Service Now, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (e.g., Team Viewer, Remote Desktop).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.
• Demonstrated ability to handle multiple concurrent support requests.
• Strong communication skills in English and Arabic.
• Knowledge of ITIL processes.