Please note: This is a future vacancy and the timeline of hiring is 4+ months

We are looking for a Mid‑Level IT End User Support Engineer to deliver on‑site and remote end‑user IT support in a structured enterprise, managed services environment.

The role focuses on hands-on technical execution, supporting desktops, laptops, operating systems, applications, peripherals, and user connectivity while adhering to ITIL-based processes and SLAs.

This position is ideal for professionals with around 4 years of experience who are technically strong, process-driven, and comfortable working in SLA‑focused support operations.

Key Responsibilities

End User & Onsite IT Support

• Provide Level 1 and Level 2 support to end users via on‑site and remote channels.
• Log, track, and resolve incidents and service requests using a ticketing system.
• Deliver VIP / executive end‑user support when required.
• Ensure timely resolution in line with agreed Service Level Agreements (SLAs).

Desktop, Hardware & Peripheral Support

• Install, configure, and maintain desktops, laptops, printers, scanners, and peripherals.
• Set up new systems, relocate existing equipment, and replace faulty hardware.
• Support printers, including driver configuration and ink replacement.
• Perform basic hardware diagnostics and troubleshooting.

Software & Operating System Support

• Install, configure, and troubleshoot:
• Windows operating systems
• Microsoft Office (Outlook, Word, Excel)
• Approved enterprise applications
• Configure and troubleshoot email clients.
• Create and maintain standard OS images.
• Handle antivirus updates, security checks, and malware remediation.

Connectivity & Basic Network Support

• Troubleshoot end‑user network and connectivity issues.
• Perform disk management tasks (partitioning, drive space allocation, NTFS/FAT).
• Support basic server‑related issues impacting end users.

IT Asset Management & Reporting

• Maintain accurate hardware and software inventory records.
• Assist with IT surveys (users, devices, locations, applications).
• Support preparation of daily, weekly, and monthly reports.
• Contribute to SLA and service quality reports.

Process & Compliance

• Follow ITIL best practices for incident, problem, and change management.
• Comply with IT security policies and documented operational procedures.
• Adhere to organizational information security and workplace standards.

Required Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• Minimum 4 years of hands-on experience in desktop and end‑user IT support.
• Strong experience supporting Windows-based enterprise environments.
• CompTIA A+ certification (mandatory).
• Microsoft 365 certification (mandatory).
• Familiarity with ITIL-based service delivery.
• Ability to communicate effectively in English and Arabic.

Skills & Competencies

• Strong troubleshooting and analytical abilities.
• Customer-focused mindset with excellent communication skills.
• Experience working under SLAs and ticket-based workflows.
• Ability to handle multiple support requests with prioritization.
• Comfortable working independently in an on‑site role.