IT Technical Support Engineer

Job Description

JOB SUMMARY

The IT Technical Support Engineer is responsible for providing first-line onsite technical assistance to end users across the organisation. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. The successful candidate will work under close supervision and is expected to demonstrate a strong willingness to learn and grow within the IT function. 

DUTIES & RESPONSIBILITIES

• Provide first-level onsite technical support for hardware, software, printers, and peripherals. 
• Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements. 
• Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users. 
• Perform basic troubleshooting of network connectivity issues (LAN, Wi-Fi, VPN). 
• Install, update, and maintain operating systems and standard business applications. 
• Assist in the management of user accounts, passwords, and access rights via Active Directory. 
• Support IT asset tracking and maintain accurate records of hardware inventory. 
• Escalate unresolved or complex issues to second-level support or senior engineers as appropriate. 
• Assist with onboarding activities including workstation setup and IT orientation for new employees. 
• Adhere to IT security policies, data protection guidelines, and company procedures. 
• Support basic AV and video conferencing setup for meetings and events. 
• Perform any other duties assigned by the IT Manager within the scope of the role. 

Qualifications

Minimum

Bachelor's Degree or Diploma in IT, Computer Science, or related field. 

Desired

CompTIA A+ or equivalent entry-level IT certification. 

Additional Information

Experience

• 3-4 years of experience in IT support or a related technical role. 
• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals. 
• Good communication skills in English (written and verbal). 
• Ability to work onsite full-time and respond to support requests promptly. 

• Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk). 
• Knowledge of Active Directory and basic network troubleshooting. 
• Arabic language skills are an advantage. 
• Experience in a corporate or multi-site environment. 

ACCOUNTABILITIES

• Responsible for IT asset care and minimising equipment damage or loss. 
• Supports cost-effective use of consumables and IT resources. 
• N/A – no direct budget authority at entry level. 

• First-call resolution rate and helpdesk ticket closure within SLA. 
• End-user satisfaction and quality of onsite support. 
• Accurate and up-to-date IT asset records and documentation.