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:

MANDATORY

• Comprehensive knowledge of computer systems and experience troubleshooting

hardware and software.

• Basic networking experience.

• Comprehensive experience in OS systems.
• Proven experience in ticketing systems.

OPTIONAL

ITIL MCSA
CCNA

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