Service Desk Engineer

User Support: Responding to user queries and issues, either via phone, email, chat, or in-person.

Troubleshooting: Diagnosing and resolving technical issues, which can range from simple password resets to more complex problems with network connectivity or software functionality.

Hardware and Software Maintenance: Installing, configuring, and updating hardware and software, and ensuring they are functioning correctly.

Documentation: Keeping records of issues and resolutions, maintaining IT inventory and documentation of processes and systems.

Escalation of Issues: Recognizing when a problem needs to be escalated to a higher-level technical team or management.

User Training and Guidance: Educating users on how to use various IT resources and software applications effectively.

Ensuring Compliance: Making sure that IT practices adhere to organizational policies and industry standards, including security protocols.

Minimum Requirements

1. Minimum 2 years of experience with exposure in similar Operations.
2. Educational Background: Often requires at least an associate degree in information technology, computer science, or a related field. Some positions may require a bachelor’s degree.
3. Technical Skills: Knowledge of computer systems, networks, and common software applications. Familiarity with various operating systems like Windows, macOS, and Linux is also important.
4. Problem-Solving Abilities: The ability to diagnose and resolve technical issues efficiently.
5. Communication Skills (Arabic and English): Strong verbal and written communication skills are essential for explaining complex IT concepts to non-technical users.
6. Customer Service Orientation: A friendly and patient demeanour for dealing with frustrated users or complex IT issues.
7. Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation can be beneficial.