IT Helpdesk Support Engineer
Job Summary
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We are seeking an experienced Helpdesk Support Professional to provide both functional assistance and technical support to end users.
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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.
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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.
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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.
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A solid understanding of Microsoft Azure and the Dynamics Platform is required.
Key Responsibilities
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Serving as the first point of contact for customers seeking technical assistance over the phone or email.
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Support users on a functional level by offering guidance on how to use systems and equipment.
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Perform remote troubleshooting through diagnostic techniques and pertinent questions.
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Perform on-site installations and support.
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Install and configure Windows and other desktop software.
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Configure and manage connectivity and storage.
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Maintain Windows.
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Protect devices and data.
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Deploy Windows client.
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Manage identity and access by creating and maintaining AD users.
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Manage compliance policies and configuration profiles.
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Manage, maintain, and protect devices.
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Manage apps.
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Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.).
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Roll out patches.
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Assist in-person or remotely in the resolution of support issues among company sites to ensure timely distribution of knowledge and a positive impact on user satisfaction.
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Maintain printing systems and assist with network printer system maintenance.
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Maintain backup system and processes.
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Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, submitted tickets, and callbacks in a timely manner, in accordance with current procedures.
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Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
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Maintain records of daily communication transactions, problems, remedial actions taken, and installation activities by creating and updating the required tickets.
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Work effectively and professionally with other team members; learn from and share knowledge with others.
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Escalate irresolvable issues to Engineers, advanced support, or vendor support.
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Identify and resolve problems of basic scope using proper tools and techniques.
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Offer suggestions for process improvements in the helpdesk area.
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Apply basic standards and procedures to accomplish tasks, including learning how to use and apply applicable technologies.
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Manage and operate the ManageEngine Suite – ServiceDesk Plus and Endpoint Central.
Required Skills and Qualifications
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Bachelor’s degree in Computer Science, or a related field.
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Relevant Microsoft certifications: Windows Client, Managing Modern Desktop, and Azure.
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Minimum 2 years of hands-on experience with Microsoft Client and Server platforms as a helpdesk technician.
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Effective communication skills in both written and verbal forms.
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Mandatory: Fluent in both Arabic and English.
