Information Technology Support Engineer

Batterjee Medical College is seeking a customer-focused and technically skilled Support Engineer to join the Information Technology team. The successful candidate will provide first and second-level technical support to faculty, staff, and students, ensuring the reliability, security, and availability of end-user devices, applications, and IT services across the College.

This role plays a key part in maintaining a seamless technology environment that supports academic, administrative, and healthcare operations while delivering excellent customer service and timely issue resolution.

• Provide first and second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues through the IT helpdesk.
• Escalate complex technical issues to senior engineers or external vendors when required.
• Maintain service levels by ensuring timely response and resolution of support requests.
• Document solutions and contribute to the IT knowledge base.

• Install, configure, and maintain Windows operating systems, applications, and end-user devices.
• Support Microsoft 365 services, including Outlook, Teams, SharePoint, and One Drive.
• Perform system updates, software deployments, and patch management.
• Support Active Directory user account management and access permissions.
• Ensure endpoint security, antivirus protection, and compliance with IT policies.

• Troubleshoot wired and wireless network connectivity issues.
• Support the installation and configuration of network printers, IP phones, and classroom technology.
• Perform basic diagnostics for TCP/IP, DNS, DHCP, and Wi-Fi connectivity.
• Coordinate with Infrastructure and Systems teams on network and server-related issues.

• Provide technical support for classrooms, laboratories, seminars, webinars, conferences, and official college events.
• Configure and maintain smart boards, touch panels, audiovisual equipment, and e-learning technologies.
• Deliver on site technical assistance to ensure successful event execution.

• Maintain accurate IT asset inventory and lifecycle records.
• Coordinate hardware installations, transfers, maintenance, and decommissioning.
• Prepare technical documentation, reports, and incident records.
• Ensure helpdesk tickets and service documentation are completed accurately and on time.

• Identify opportunities to improve IT service delivery and user experience.
• Participate in technical training and professional development.
• Support IT projects, automation initiatives, and continuous service improvement activities.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

• CompTIA A+
• CompTIA Network+
• Microsoft Certified:
  Modern Desktop Administrator Associate
• ITIL Foundation (preferred)

• 3-10 years of experience in IT support, service desk, or desktop support.
• Experience supporting Microsoft 365, Windows operating systems, and Active Directory.
• Experience in an educational or healthcare environment is preferred.

• Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
• Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and Wi Fi troubleshooting.
• Experience with helpdesk ticketing systems and IT asset management.
• Knowledge of endpoint security, antivirus solutions, software deployment, and patch management.
• Strong analytical, troubleshooting, and problem solving skills.
• Excellent communication, customer service, and interpersonal skills.
• Ability to prioritize multiple support requests and work effectively under pressure.
• Strong documentation skills and attention to detail.
• Fluency in English;
  Arabic is an advantage.