IT Helpdesk Support Engineer - (6 Months Contract)

IT Helpdesk Support Engineer

Job Summary

We are seeking an experienced Helpdesk Support Professional to provide both functional

assistance and technical support to end users. The successful candidate will be

responsible for supporting Microsoft Windows and client software, administering and

managing endpoints on-site and remotely, and maintaining user accounts, including

Creation, Activation, And Deactivation. Additional Responsibilities Include Operating The

ManageEngine suite for ServiceDesk ticketing and Endpoint Management, supporting the

Attendance System and Telephony, as well as handling various server and network-related

tasks. This individual will serve as the primary point of contact for providing both technical

and functional assistance to users on deployed applications, following established

procedures and training guidelines. A solid understanding of Microsoft Azure and the

Dynamics Platform is required.

Key Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over
  
  

the phone or email.

• support users on a functional level, by offering guidance on how to use systems and
  
  

equipment.

• Performing remote troubleshooting through diagnostic techniques and pertinent
  
  

questions.

• Performing on-site installations and support.
• Install and configure Windows and other desktop software.
• Configure and manage connectivity and storage
• Maintain Windows
• Protect devices and data
• Deploy Windows client
• Manage identity and access by creating and maintaining AD users.
• Manage compliance policies and configuration profiles
• Manage, maintain, and protect devices
• Manage apps
• Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors,
  
  

Printers, etc.)

• Rollout patches.
• Assist in person or remotely in the resolution of support issues among company sites
  
  

to ensure timely distribution of knowledge and positive impact on user satisfaction

• Maintain printing systems and assist with network printer system maintenance
  
  

C1-Internal

• Maintain backup system and processes.
• Research, resolve, and respond to questions received via telephone calls, e-mail,
  
  

walk-ups, open submitted tickets and callbacks in a timely manner, in accordance

with current procedures

• Acquire and maintain current knowledge of relevant product offerings and support
  
  

policies in order to provide technically accurate solutions to customers

• Maintains records of daily communication transactions, problems, remedial actions
  
  

taken, and installation activities by creating and updating the required tickets.

• Work effectively and professionally with other team members, learns from and
  
  

shares knowledge with others.

• Escalate irresolvable issues to Engineers, advanced support or vendor support.
• Identify and resolve problems of basic scope using proper tools and techniques
• Offers suggestions for process improvements in the helpdesk area.
• Applies basic standards and procedures to accomplish tasks including learning how
  
  

to use and apply applicable technologies.

• Manage and Operate the ManageEngine Suite ServiceDesk Plus and EndPoint Central
• Has helpful customer service-oriented personality and enjoys interacting with and
  
  

helping others.

Required Skills And Qualifications

• Bachelor’s degree in Computer Science, or a related field
• Relevant Microsoft certifications: Windows Client; Managing Modern Desktop; Azure
• Minimum 2 year of hands-on experience Microsoft Client and server platforms as a
  
  

helpdesk technician

• Effective communication skills in both written and verbal forms
• Mandatory: Fluent Arabic & English speaker