Deskside Support Technician (L2)

We are seeking an experienced Deskside Support Technician to provide high-level technical support for end-user computing environments. In this role, you will be responsible for troubleshooting hardware, software, and network issues while delivering exceptional service to employees, including executive/VIP staff.

Key Responsibilities:

• Provide onsite and remote support for Windows 10/11, macOS, and mobile devices (iOS/Android)
• Diagnose and resolve issues related to O365, Active Directory, printers, video conferencing systems, and peripherals
• Perform IMAC (Install, Move, Add, Change) tasks, including hardware/software deployments and upgrades
• Manage asset inventory, including tagging, tracking, and reporting
• Support VIP users with prompt and professional service
• Collaborate with IT teams to escalate and resolve complex technical issues
• Document solutions in the ticket system, create knowledge base articles, and provide user training when necessary

Technical Skills & Experience:

• 4+ years of hands-on EUC/Break-fix experience in desktop support or IT helpdesk roles
• Strong knowledge of Windows OS (10/11), macOS, and Microsoft O365
• Experience with Microsoft Intune and Desktop Central for endpoint management
• Proficiency with Active Directory, remote support tools, and mobile device management
• Ability to troubleshoot hardware (laptops, printers, AV systems) and software issues
• Familiarity with malware removal and basic network troubleshooting

Soft Skills & Certifications:

• Excellent verbal and written communication skills in both English and Arabic
• Exceptional customer service skills (VIP support experience preferred)
• Ability to work in a fast-paced corporate environment
• A+ Certification, MCP, or ITIL (preferred but not required)

Physical Requirements:

• Ability to lift/move equipment (up to 50 lbs)
• Willingness to travel between office locations if required