IT Helpdesk Engineer

**Job Title** IT Helpdesk Engineer **Location & Workplace** **About Us** Founded in 2017, Floward is an online flowers and gifts company; we pride ourselves on creating a seamless experience for our clients and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one-of-a-kind stunning arrangements and plants that fit every occasion. We partner with local and international brands to offer a wide range of gifts including chocolate, perfumes, cakes, and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and London, UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer. **Role Summary** As the helpdesk engineer, you will be expected to provide fast and useful technical assistance on all Floward computer systems. The role will require you to answer queries on basic technical issues and offer advice to solve them. **Responsibilities**: - Responding to client IT support requests. - Being first point of contact to diagnose software, networking, or hardware issues. - Providing technical support on-site or via remote access systems. - Monitoring and maintaining computer systems and networks. - Recording events and problems and their resolutions in logs. - Directing unsolved problems and issues to the Lead IT engineer. - Responding in a timely manner to service issues and requests. - Installing and configuring users’ computer systems. - Providing other team members with trainings on troubleshooting and diagnosing problems. - Diagnosing system errors and other issues. - Passing any feedback or suggestions to the appropriate team. - Identifying and suggesting possible improvements on procedures. **Requirements**: - **Qualification & Experience**: - A bachelor’s degree in Information Technology, Computer Science or related field. - Customer-Oriented attitude with balanced, cool temper. - Proficiency in English, Arabic will be a plus. - Proven experience as a help desk technician or other customer support role. - In depth knowledge of computer systems, mobile devices and other tech products. **Skills** - Ability to diagnose and resolve basic technical issues. - Excellent communication skills. - Logical thinker.