IT Support Specialist

Purpose, Essential Duties and Responsibilities:

• Provide first-line support for desktops, laptops, and mobile devices.
• Install, configure, and troubleshoot operating systems (Windows/macOS) and standard applications.
• Troubleshoot issues related to Microsoft 365, Teams, Outlook, and Office applications.
• Support users in accessing shared drives, email, VPN, and network resources.
• Troubleshoot printer and scanner connectivity and driver issues.
• Maintain and update inventory of IT assets and user equipment.
• Support users with Wi-Fi, LAN, and VPN connectivity issues.
• Escalate complex network issues to the network team when required.
• Log all incidents and service requests in the ticketing/helpdesk system.
• Track, update, and close tickets in accordance with defined SLAs.
• Maintain clear documentation of common issues, resolutions, and procedures.
• Escalate unresolved or complex issues to L2 / senior engineers.
• Coordinate with vendors for warranty or hardware replacement when needed.
• Communicate effectively with users to provide timely updates on issue resolution.

Qualifications / Certifications

• B.Sc. / Engineering graduates with IT major
• Microsoft 365 Fundamental Certification

Skills

• Familiarity with End user support and day to day incidents management.
• Experience in managing MS 365 portal and configuration.
• Experience in handling on-premises applications and IT Infrastructure.
• Excellent oral & written communication skill – English (mandatory), Arabic (preferred).
• Excellent documentation skills

Work Experience Requirements

• Overall 2+ years of experience in IT end-user support or helpdesk role.
• Hands on experience with installing and configuring Windows OS.
• Troubleshooting Windows 10/11 OS and Microsoft 365 applications issues.

Job Type: Full-time