IT Support Engineer – Network & Systems – TASKEEN

Job Summary

We are seeking a reliable and hands-on IT Support Engineer to provide day-to-day technical support and help maintain a stable, secure IT environment across multiple offices. This role serves as both first- and second-line support and plays a critical part in ensuring smooth business operations.

Key Responsibilities

• Provide daily IT support for end users (laptops, desktops, printers, basic software)

• Manage and resolve support tickets with proper documentation and user follow-up

• Set up and configure new devices in line with company standards

• Support Microsoft 365, email, VPN, shared folders, and Windows OS issues

• Assist with user account management and access control

• Support and troubleshoot network infrastructure (switches, routers, Wi-Fi, firewalls)

• Monitor network performance and report issues

• Perform cabling, patching, labeling, and maintain IDF/MDF racks when required

• Support VLAN configuration and basic Windows Server tasks (AD, DNS, DHCP) under supervision

• Assist with CCTV, PBX/VoIP systems, and UPS checks

• Maintain accurate IT documentation, network diagrams, and asset records

Key Performance Indicators (KPIs)

• Average Time to Resolution

• User Satisfaction Score

• First Call Resolution Rate

• Incidents per Network Device

• Configuration Error Rate (VLAN / Server)

Qualifications & Experience

• 1–3 years of experience in an IT Support or similar role

• Diploma or Bachelor’s degree in IT / Computer Science

• Solid understanding of networking fundamentals (TCP/IP, VLAN, VPN)

• Hands-on experience with Windows 10/11, Microsoft 365, and networking devices (MikroTik, Cisco, Aruba)

• Strong troubleshooting, communication, and multitasking skills

Preferred Qualifications

• Certifications or progress toward MTCNA, CompTIA Network+, or CCNA

• Exposure to Windows Server (Active Directory, DNS, DHCP)

• Experience with VoIP/PBX systems (preferably Grandstream)

• Knowledge of SharePoint permissions and file structures

• Experience supporting multi-branch or multi-site environments

• Strong documentation and diagramming skills