IT Support & Helpdesk Engineer

About Al Rostamani Group

Since its establishment in 1957, Al Rostamani Group has grown significantly, driven by the principles of commitment, care, and vision, with deep community involvement. The group operates across diverse sectors including General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development, and Information Technology Services. With a workforce of around 2000 employees representing 41 nationalities, the environment is culturally diverse and multinational.

Job Purpose

The IT Support & Helpdesk Engineer acts as the primary contact for end-users seeking assistance through the IT Help Desk (SANAD), providing initial support for minor incidents and requests. This role also supports second-line IT engineers and senior management as a backup.

Key Responsibilities

• Maintain and update tickets submitted via SANAD, accurately logging incidents and service requests.
• Delegate tickets to the relevant teams and engineers efficiently to minimize operational disruptions.
• Offer first-level support by responding to end-user inquiries about IT services and resolving issues where possible.
• Identify potential problem patterns and escalate them appropriately, assisting with ARG & GIT project deliveries.
• Adhere strictly to GIT policies and procedures.

Qualifications and Experience

• Possession of a bachelor's degree in any discipline along with relevant IT certifications.
• Between 2 to 5 years of technical support experience, including both onsite and remote assistance.
• Strong hands-on experience with hardware such as laptops, desktops, printers, scanners, and associated peripherals.

Knowledge and Skills

• Well-rounded technical knowledge of IT infrastructure.
• Excellent communication skills in English, capable of bridging technical and everyday language.
• A positive and proactive mindset geared towards teamwork.
• Demonstrates commitment, hardworking nature, and reliability.
• Proficient in troubleshooting and incident/request resolution, including providing alternative solutions when immediate fixes are unavailable.

Additional Preferred Skills

• Experience in hardware and software installation, configuration, and troubleshooting.
• Working knowledge of Active Directory and Microsoft Exchange.
• Familiarity with Service Desk Plus (Manage Engine) software is advantageous.

About Working with Al Rostamani Group

Al Rostamani Group values talented individuals who are committed, passionate about their work, eager to learn, and aligned with the company's core principles of care, commitment, and vision. Candidates seeking to grow and contribute meaningfully are encouraged to pursue this opportunity.