Job Description

IT Helpdesk Support Engineer



Job Summary



We are seeking an experienced Helpdesk Support Professional to provide both functional



assistance and technical support to end users. The successful candidate will be



responsible for supporting Microsoft Windows and client software, administering and



managing endpoints on-site and remotely, and maintaining user accounts, including



creation, activation, and deactivation. Additional responsibilities include operating the



ManageEngine suite for ServiceDesk ticketing and Endpoint Management, supporting the



Attendance System and Telephony, as well as handling various server and network-related



tasks. This individual will serve as the primary point of contact for providing both technical



and functional assistance to users on deployed applications, following established



procedures and training guidelines. A solid understanding of Microsoft Azure and the



Dynamics Platform is required.



Key Responsibilities


Serving as the first point of contact for customers seeking technical assistance over


the phone or email.


support users on a functional level, by offering guidance on how to use systems and


equipment.


Performing remote troubleshooting through diagnostic techniques and pertinent


questions.


Performing on-site installations and support.

Install and configure Windows and other desktop software.

Configure and manage connectivity and storage

Maintain Windows

Protect devices and data

Deploy Windows client

Manage identity and access by creating and maintaining AD users.

Manage compliance policies and configuration profiles

Manage, maintain, and protect devices

Manage apps

Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors,


Printers, etc.)


Rollout patches.

Assist in person or remotely in the resolution of support issues among company sites


to ensure timely distribution of knowledge and positive impact on user satisfaction


Maintain printing systems and assist with network printer system maintenance


C1-Internal


Maintain backup system and processes.

Research, resolve, and respond to questions received via telephone calls, e-mail,


walk-ups, open submitted tickets and callbacks in a timely manner, in accordance



with current procedures


Acquire and maintain current knowledge of relevant product offerings and support


policies in order to provide technically accurate solutions to customers


Maintains records of daily communication transactions, problems, remedial actions


taken, and installation activities by creating and updating the required tickets.


Work effectively and professionally with other team members, learns from and


shares knowledge with others.


Escalate irresolvable issues to Engineers, advanced support or vendor support.

Identify and resolve problems of basic scope using proper tools and techniques

Offers suggestions for process improvements in the helpdesk area.

Applies basic standards and procedures to accomplish tasks including learning how


to use and apply applicable technologies.


Manage and Operate the ManageEngine Suite ServiceDesk Plus and EndPoint Central

Has helpful customer service-oriented personality and enjoys interacting with and


helping others.





Required Skills and Qualifications


Bachelor's degree in Computer Science, or a related field

Relevant Microsoft certifications: Windows Client; Managing Modern Desktop; Azure

Minimum 2 year of hands-on experience Microsoft Client and server platforms as a


helpdesk technician


Effective communication skills in both written and verbal forms

* Mandatory: Fluent Arabic & English speaker