Desktop Support Specialist

The role of Desktop Support Engineer L2 is to provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.Key responsibilities include providing first/second level contact and problem resolution for customer issues, working with third-party vendors to remediate complex AV issues as needed, and maintaining ticket updates for all reported incidents. Additionally, the candidate will be required to install upgrades and troubleshoot Operating Systems, Microsoft Office, Cisco Jabber, and other authorized desktop applications, perform general preventative maintenance tasks on computers, laptops, and printers, and possess broad IT experience with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.Minimum of 18 months of IT experience Experience with Windows 10-11, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, helpdesk ticketing systems Knowledge of mobile device management, including i OS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory Proven troubleshooting and problem-solving skills Ability to multi-task, determine priorities, and meet SLAs Excellent communication and customer service skills Adaptable and flexible in a fast-changing environment This position requires flexibility and teamwork in a project-based environment. The successful candidate will be fluent in English and Arabic, and have a strong understanding of IT concepts and technologies.