IT Helpdesk Engineer

Job Description

Our client EL-KADESIA Engineering Industries is an established company operating within the engineering and industrial sector. The company is seeking a technically skilled and customer-focused IT Helpdesk Engineer to provide reliable IT support, maintain day-to-day technology operations and ensure efficient resolution of end‑user technical issues.

Our client is looking for an experienced and service-oriented IT Helpdesk Engineer to provide first‑line technical support to employees across on‑site and remote environments. The successful candidate will be responsible for troubleshooting hardware, software, network, email and user‑access issues while supporting systems including Windows, Microsoft Office, Active Directory, CCTV and telephone infrastructure. The role requires strong troubleshooting and problem‑solving abilities, excellent communication skills and the ability to prioritize and resolve multiple technical requests while maintaining high standards of service and information security.

IT Helpdesk – User Support:
Provide first‑line technical support to users both on‑site and remotely. Diagnose and resolve hardware, software and user‑related technical issues. Troubleshoot computers, printers, peripheral devices and software applications. Respond to support requests according to established priorities and service levels. Document technical issues, solutions and actions taken. Escalate complex incidents to the appropriate technical support level when required.

Systems – Software Support:
Install, configure and maintain Windows operating systems and Microsoft Office applications. Perform software installations, updates and configurations in accordance with company policies. Manage user accounts and access permissions through Active Directory including account creation, modification, disabling and password resets. Provide support for Outlook and Exchange including troubleshooting email synchronization and connectivity issues. Support endpoint security solutions including antivirus and basic cybersecurity tools.

Network – Infrastructure Support:
Troubleshoot basic LAN, Wi‑Fi and internet connectivity issues. Apply practical knowledge of IP addressing, DNS and DHCP to diagnose network problems. Support basic data backup and restoration activities in accordance with approved policies and authorization levels. Coordinate with IT and telecommunications service providers when required.

CCTV – Telephone Systems:
Provide basic technical support for CCTV systems including monitoring camera connectivity and troubleshooting. Support IP and analog telephone systems and internal extensions. Coordinate with external vendors and service providers to resolve infrastructure‑related issues.

IT Service Management:
Log, classify, track, update and close incidents through the company’s IT ticketing system. Maintain accurate records of incidents, resolutions and recurring technical issues. Prepare clear technical documentation to support knowledge sharing and future troubleshooting.

Education:

Bachelor’s degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field. Equivalent practical experience may be considered where appropriate. 3-5 years of practical experience in an IT Helpdesk, IT Support, or similar technical support role. Hands‑on experience supporting end‑users in a corporate or industrial environment is preferred.

Strong knowledge of Windows operating systems and Microsoft Office applications. Hands‑on experience with Active Directory and user account access management. Practical understanding of networking fundamentals including IP, DNS and DHCP. Strong troubleshooting, analytical and problem‑solving capabilities. Good knowledge of Outlook and email troubleshooting. Ability to manage multiple support requests and prioritize tasks effectively. Strong communication skills with the ability to explain technical solutions clearly to non‑technical users.

Good understanding of information security, confidentiality and protection of company data. Strong customer‑service orientation and…