Onsite Support Engineer (Bilingual, Arabic & English) - Local Candidates Only

Job Overview

We seek a seasoned Onsite Support Engineer to deliver second-tier technical assistance for end-user equipment, workplace technologies, and corporate IT systems. This position emphasizes resolving hardware and software challenges, supporting VIP stakeholders, and ensuring uninterrupted IT services while adhering to SLA standards.

Key Responsibilities

• Offer second-level onsite support for desktops, laptops, peripherals, and related workplace technologies.
• Identify and troubleshoot issues related to hardware, software, operating systems, and network connectivity.
• Address incidents and service requests allocated via the ITSM tool within the stipulated SLA timelines.
• Install, configure, maintain, and repair desktops, laptops, printers, scanners, and approved IT peripherals.
• Provide specialized support to VIP and essential business users.
• Collaborate with Service Desk and resolution teams for escalated cases.
• Conduct onsite troubleshooting, root cause investigations, and resolve recurring technical problems.
• Accurately document incidents, updates, and solutions within the ITSM platform.
• Ensure adherence to IT security policies, operational standards, and IT service management protocols.
• Contribute to the creation and maintenance of Knowledge Base articles and participate in knowledge sharing.
• Assist during major incidents and offer onsite support during critical service interruptions.
• Facilitate effective shift handovers to guarantee continuous support across all shifts.

Candidate Requirements

• Diploma or Bachelor's degree in IT, Computer Science, or a related discipline.
• ITIL Foundation Certification is highly preferred.
• At least five years of experience in Desktop or Onsite Support roles.
• Strong understanding of Windows OS, Microsoft 365, Active Directory, networking basics, printer and peripheral troubleshooting, and endpoint support.
• Experience operating in enterprise IT environments.
• Proficiency with ITSM software for service management.
• Excellent troubleshooting abilities coupled with effective communication and customer service skills.
• Bilingual proficiency in Arabic and English, with a target of 50% competency in each language.
• Availability and readiness to work rotating 24/7 shifts, including weekends and public holidays.