JOB SUMMARY
The IT Technical Support Engineer is responsible for providing first-line onsite technical assistance to end users across the organisation. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. The successful candidate will work under close supervision and is expected to demonstrate a strong willingness to learn and grow within the IT function.
DUTIES & RESPONSIBILITIES
- Provide first-level onsite technical support for hardware, software, printers, and peripherals.
- Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements.
- Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.
- Perform basic troubleshooting of network connectivity issues (LAN, Wi-Fi, VPN).
- Install, update, and maintain operating systems and standard business applications.
- Assist in the management of user accounts, passwords, and access rights via Active Directory.
- Support IT asset tracking and maintain accurate records of hardware inventory.
- Escalate unresolved or complex issues to second-level support or senior engineers as appropriate.
- Assist with onboarding activities including workstation setup and IT orientation for new employees.
- Adhere to IT security policies, data protection guidelines, and company procedures.
- Support basic AV and video conferencing setup for meetings and events.
- Perform any other duties assigned by the IT Manager within the scope of the role.
Minimum
Bachelor's Degree or Diploma in IT, Computer Science, or related field.
Desired
CompTIA A+ or equivalent entry-level IT certification.
Experience
- 3-4 years of experience in IT support or a related technical role.
- Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.
- Good communication skills in English (written and verbal).
- Ability to work onsite full-time and respond to support requests promptly.
- Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk).
- Knowledge of Active Directory and basic network troubleshooting.
- Arabic language skills are an advantage.
- Experience in a corporate or multi-site environment.
ACCOUNTABILITIES
- Responsible for IT asset care and minimising equipment damage or loss.
- Supports cost-effective use of consumables and IT resources.
- N/A – no direct budget authority at entry level.
- First-call resolution rate and helpdesk ticket closure within SLA.
- End-user satisfaction and quality of onsite support.
- Accurate and up-to-date IT asset records and documentation.