IT Technical Support Engineer

JOB SUMMARY

The IT Technical Support Engineer is responsible for providing first-line onsite technical assistance to end users across the organisation. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. The successful candidate will work under close supervision and is expected to demonstrate a strong willingness to learn and grow within the IT function.

DUTIES & RESPONSIBILITIES

• Provide first-level onsite technical support for hardware, software, printers, and peripherals.
• Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements.
• Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.
• Perform basic troubleshooting of network connectivity issues (LAN, Wi-Fi, VPN).
• Install, update, and maintain operating systems and standard business applications.
• Assist in the management of user accounts, passwords, and access rights via Active Directory.
• Support IT asset tracking and maintain accurate records of hardware inventory.
• Escalate unresolved or complex issues to second-level support or senior engineers as appropriate.
• Assist with onboarding activities including workstation setup and IT orientation for new employees.
• Adhere to IT security policies, data protection guidelines, and company procedures.
• Support basic AV and video conferencing setup for meetings and events.
• Perform any other duties assigned by the IT Manager within the scope of the role.

Minimum

Bachelor's Degree or Diploma in IT, Computer Science, or related field.

Desired

CompTIA A+ or equivalent entry-level IT certification.

Experience

• 3-4 years of experience in IT support or a related technical role.
• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Good communication skills in English (written and verbal).
• Ability to work onsite full-time and respond to support requests promptly.

• Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk).
• Knowledge of Active Directory and basic network troubleshooting.
• Arabic language skills are an advantage.
• Experience in a corporate or multi-site environment.

ACCOUNTABILITIES

• Responsible for IT asset care and minimising equipment damage or loss.
• Supports cost-effective use of consumables and IT resources.
• N/A – no direct budget authority at entry level.

• First-call resolution rate and helpdesk ticket closure within SLA.
• End-user satisfaction and quality of onsite support.
• Accurate and up-to-date IT asset records and documentation.