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.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Perform 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.).

• Roll out patches.

• Assist in-person or remotely in the resolution of support issues among company sites to ensure timely distribution of knowledge and a positive impact on user satisfaction.

• Maintain printing systems and assist with network printer system maintenance.

• Maintain backup system and processes.

• Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, 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 to provide technically accurate solutions to customers.

• Maintain 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; learn from and share 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.

• Offer suggestions for process improvements in the helpdesk area.

• Apply 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.

Required Skills and Qualifications

• Bachelor’s degree in Computer Science, or a related field.

• Relevant Microsoft certifications: Windows Client, Managing Modern Desktop, and Azure.

• Minimum 2 years of hands-on experience with Microsoft Client and Server platforms as a helpdesk technician.

• Effective communication skills in both written and verbal forms.

• Mandatory: Fluent in both Arabic and English.