Service Desk Engineer

JOB DESCRIPTION JOB TITLE: Service Desk Engineer JOB PURPOSE: L1 Support QUALIFICATION: Diploma in Technology, B.E/B. Tech or Equivalent CERTIFICATIONS: Comp TIA A+ or Comp TIA N+ or any certificate from Microsoft EXPERIENCE: 2+ years REPORTING TO: Service Delivery Manager RESPONSIBILITIES (INCLUDES ALL TASKS): Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions. Handling, solving and logging the technical tickets in ticketing system. Provide quick and effective assistance with IT systems to all users. Prepare IT assets to the users to meet the requirement. Responding in a timely manner to technical issues and requests with high quality to meet SLA. Installing and configuring computer hardware, software, systems, networks, printers and scanners. Manage user’s account in AD and exchange server. Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software. Onboarding new users. Excellent problem-solving and analytical skills. The ability to break down technological processes and deliver clear, step-by-step instructions to users. Provide professional support to VIP users. Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions. Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices. Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency. Work with the team to provide high quality IT services to the users. Must be able to communicate in Arabic. ITIL certification will be an added advantage. TECHNICAL SKILLS / COMPETENCIES: Comprehensive knowledge of computer systems and experience troubleshooting hardware and software. Basic networking experience. Comprehensive experience in OS systems. Proven experience in ticketing systems. SOFT SKILLS: MANDATORY Excellent communication skills, both written and verbal Time Management. Research Skills. Attention to details. Patience. Work under pressure. Multitask Management Analytical and problem-solving skills Teamworking skills Arabic Speaking and Writing OPTIONAL ITIL MCSA CCNA #J-18808-Ljbffr