IT helpdesk/first‑line support

We are seeking a professional IT Helpdesk / First‑Line Support Technician to provide prompt, customer‑focused technical assistance across our Muscat operations. The successful candidate will be the primary point of contact for users, responsible for incident resolution, escalation and maintaining service quality in line with SLAs.

Principal responsibilities

• Serve as first point of contact for technical incidents via phone, email and ticketing system; log, triage and resolve or escalate incidents promptly.
• Troubleshoot desktop and laptop hardware, Windows (10/11) and macOS issues, printers, Office 365/Microsoft 365 applications, basic networking (DHCP, DNS, TCP/IP) and VPN connectivity.
• Manage user account lifecycle in Active Directory/Azure AD (provisioning, password resets, group membership).
• Deploy, image and configure workstations and peripherals; maintain asset inventory and update lifecycle records.
• Apply routine patching and endpoint security measures (antivirus, disk encryption, MFA); assist with user onboarding and offboarding.
• Use remote‑support tools to assist distributed users and document all actions in the ticketing system (ServiceNow, Zendesk or equivalent).
• Produce and maintain clear knowledgebase articles, user guides and runbooks to reduce repeat incidents.
• Escalate complex issues to second‑line/engineering teams with comprehensive diagnostics and handover notes; follow through to resolution.
• Participate in scheduled rollouts, hardware refreshes and after‑hours on‑call rotation as required.

Required qualifications and skills

• 1–3 years’ experience in IT helpdesk, first‑line support or equivalent.
• Strong troubleshooting skills for Windows desktop environments; macOS experience a plus.
• Practical knowledge of Active Directory/Azure AD, Microsoft 365, VPNs, printers and basic networking concepts.
• Familiarity with ticketing systems and remote‑support tools.
• Customer‑oriented with excellent verbal and written communication skills in English; Arabic advantageous.
• Strong organisational skills, attention to detail and ability to prioritise under pressure.
• CompTIA A+, Microsoft Modern Desktop or equivalent certifications preferred but not mandatory.
• Legal right to work in Oman and ability to travel to Muscat sites as required.

What we offer

• Competitive Oman‑market salary and benefits.
• Training and certification support; clear progression to senior support or systems roles.
• Collaborative team environment, modern tools and opportunity to lead local IT initiatives.

Job Types: Full-time, Permanent

Pay: RO24.500 - RO55.200 per hour

Work Location: On the road