Technical Support Engineer

Job Purpose
:
To handle customer calls and assist end user on Desktop/Laptop related issues.

Qualification: Bachelor’s degree with knowledge of IT

Certification: Mandatory knowledge of Microsoft products and ITIL Processes

Experience: 3 Years

Responsibilities:

• Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
• Use phone etiquette while dealing with users
• Excellent communications skills in English & Arabic
• Provide first level support to users and improve first level resolution percentage.
• Log the 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 on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for 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.
• If 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 knowledgebase, 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 the new technology roll outs in the IT Department
• Provide guidance to Service Desk Team members and share the 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.
• Knowledge of ITIL processes is must and certification will be an added advantage.
• Desktop administration activities like Windows installation and administration task.
• Promote security awareness among users by educating them about best practices and identifying potential security risks.

Mandatory:

• 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.
• The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.
• The role may involve working outside of regular business hours to support critical systems (24x7).
• A strong commitment to continuous learning and professional development is essential.
• Ability to explain technical concepts in a clear and understandable manner to non-technical users.
• Effective listening skills to accurately understand user problems and concerns.
• Patience and empathy to deal with frustrated or anxious users.
• Ability to build rapport and trust with end-users.
• Ability to work effectively as part of a team, collaborating with other IT professionals.
• Willingness to share knowledge and assist colleagues.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new technologies and processes