End User Support Services ; Field

Education:

Bachelor's Degree in Information Technology / Computer Science or related field.

Mandatory

Certifications:

CompTIA A+ (Mandatory)

ITIL Foundation (Mandatory)

Microsoft 365 Certified (Mandatory)

CCNA - Cisco Certified Network Associate (Mandatory)

Minimum 4+ Years of experience in Desktop Troubleshooting and Field / End-User Support

• Strong hands-on experience in Windows Environment (Windows 10/11), Hardware & Software Installation and Configuration.

Expertise in troubleshooting MS Office 365, Outlook, Printers, Scanners, and Laptops/Desktops.

Knowledge of Basic Networking, LAN/WAN, TCP/IP, DNS, DHCP, and VPN.

Experience with Active Directory (AD), User Account Management, and Group Policies.

Experience in Ticketing Tools (Service Now / Manage Engine / BMC).

Ability to work in field locations and provide VIP user support.

Fluent in English and Arabic (Mandatory) - Must be able to communicate with end-users in both languages.

Must submit Bilingual CVs (One in Arabic + One in English).

Must attach valid copies of CompTIA A+, ITIL Foundation, Microsoft 365 & CCNA Certificates. Applications without certificates will not be considered.

Provide Field & Onsite End-User Support for Hardware, Software, and Network-related issues.

Troubleshoot and resolve issues related to Windows OS, Microsoft 365, Outlook, Printers, and LAN/WAN connectivity.

Perform IMAC Activities (Install, Move, Add, Change) for IT equipment and peripherals.

Maintain accurate IT Asset Inventory and documentation of all field activities.

Log all incidents and service requests in the ticketing system and ensure closure within SLA.

Escalate complex issues to L2/L3 teams and coordinate for timely resolution.

Provide technical support for meetings, conference rooms, and user training as required.

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