JOB DESCRIPTION

JOB TITLE: Service Desk Engineer

JOB PURPOSE: L1 Support

QUALIFICATION: Diploma in Technology, B.E/B. Tech or Equivalent

CERTIFICATIONS: CompTIA A+ or CompTIA N+ or any certificate from Microsoft

EXPERIENCE: 2+ years

REPORTING TO: Service Delivery Manager

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
• Handling, solving and logging the technical tickets in ticketing system.
• Provide quick and effective assistance with IT systems to all users.
• Prepare IT assets to the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Manage user’s account in AD and exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Excellent problem-solving and analytical skills.
• The ability to break down technological processes and deliver clear, step-by-step instructions to users.
• Provide professional support to VIP users.
• Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
• Work with the team to provide high quality IT services to the users.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.

TECHNICAL SKILLS / COMPETENCIES:

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience.
• Comprehensive experience in OS systems.
• Proven experience in ticketing systems.

SOFT SKILLS:

MANDATORY

• Excellent communication skills, both written and verbal
• Time Management.
• Research Skills.
• Attention to details.
• Patience.
• Work under pressure.
• Multitask Management
• Analytical and problem-solving skills
• Teamworking skills
• Arabic Speaking and Writing

OPTIONAL

• ITIL
• MCSA
• CCNA