Engineer - IT Support

Job Overview

The Engineer - IT Support serves as the main contact point for managing IT incidents and service requests from end users. This role involves handling requests through various communication methods, logging and categorizing tickets in the ITSM platform, delivering first-level remote assistance, and ensuring resolutions or prompt escalations according to SLAs, SOPs, and ITIL standards.

Primary Duties

• Function as the central point of contact for IT-related incidents and service inquiries within the Customer’s Scope of Work.
• Receive and respond to support queries via phone, email, chat, and ITSM portal channels.
• Accurately record, prioritize, and assign tickets based on impact, urgency, and predefined SLA timelines.
• Provide initial remote troubleshooting and support using authorized tools and procedures aiming for first call resolution where feasible.
• Escalate unresolved issues beyond Level 1 scope to appropriate support teams.
• Track ticket progress diligently and ensure consistent follow-up until closure.
• Maintain proactive communication with end users, updating them about issue status and resolution confirmations.
• Adhere to ITIL-based processes for incident, request fulfillment, problem, and change management.
• Assist users with basic guidance and “how-to” questions concerning IT services and business applications.
• Document solutions, workarounds, and diagnostic steps in the knowledge base and update SOPs as needed.
• Support major incident processes by managing communication and coordinating ticket handling.
• Ensure compliance with customer information security policies, access controls, and acceptable use standards.
• Monitor SLA adherence and contribute to service performance reporting on daily, weekly, and monthly cycles.
• Maintain a professional, courteous, and customer-centric approach at all times.
• Collect and support analysis of user feedback including Customer Satisfaction (CSAT) surveys and identify recurring issues to recommend service improvements.
• Build trust-based relationships with end users.

Professional Qualifications

• At least five years’ experience in large-scale IT support environments.
• Expertise in desktop platforms, software, and business application support including remote troubleshooting and diagnostics of OS and application issues.
• Experience installing, upgrading, configuring, and supporting desktop and business applications remotely.
• Proficient in user account management including Active Directory account creation, deletion, unlocking, and password resets following approved protocols.
• Ability to configure email accounts and troubleshoot related account, archiving, and calendar issues.
• Strong knowledge of Microsoft Office 365 suite and collaboration tools including installation, upgrade, troubleshooting, and user support (Excel, Word, PowerPoint, OneDrive, Skype, MS Teams).
• Ability to troubleshoot and support desktops, laptops, tablets, printers, scanners, and mobile devices remotely.
• Experience managing printer configurations and resolving printing failures, including network-related issues.
• Monitor the lifecycle of user devices including handling repairs, replacements, and retirements.
• Proficiency with ITSM/ticketing tools such as S-Max, Summit, Manage Engine, ServiceNow, BMC Remedy, HP ITSM.
• Understanding of ITIL incident, request, problem, and change management processes.
• Basic knowledge of networking concepts (LAN, Wi-Fi, DNS, VPN) and endpoint security (antivirus, encryption, USB policies).
• Bachelor’s degree in Computer Science, IT, or related field.
• ITIL Foundation Certification (v3 or v4), ICDL, and MCSA certifications are mandatory.
• Fluency in Arabic (written and spoken) is required.
• Preferred certifications include CCNA, CompTIA Security+, Network+, Server+, and cloud foundation qualifications.

Skills & Competencies

• Comprehensive understanding of IT infrastructure, networking, and system administration.
• Solid grasp of IT service management frameworks (ITIL).
• Advanced troubleshooting and problem-solving capabilities.
• Excellent interpersonal and communication skills.
• Ability to collaborate effectively within teams and prioritize multiple tasks.
• Strong customer-oriented mindset and analytical abilities.