IT Support Engineer / Agent (Helpdesk Engineer)

Key Responsibilities • Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform. • Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard apps. • Provide user-account, access, password, and Microsoft 365 support within security controls. • Configure, deploy, replace, and recover endpoint devices and maintain asset records. • Support meeting rooms, conferencing equipment, and common workplace technology. • Escalate unresolved or specialist issues with complete diagnostics and evidence. • Maintain knowledge articles, resolution notes, and recurring-issue records. • Follow security, confidentiality, and data-handling requirements across all assigned locations. • 5+ years of professional end-user computing, desktop support, or service support experience. • Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, and printers. • Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM tools. • ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft Endpoint certification preferred. • Arabic and English communication skills are strongly preferred.