Job Description

Job Title: Service Desk Engineer

Job Overview: We are seeking an experienced Service Desk Engineer with 4-5 years of experience to provide high-quality IT support services for internal and external users. The Service Desk Engineer will be responsible for troubleshooting technical issues, resolving service requests, managing incidents, and maintaining user satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-oriented mindset to support users effectively.

Key Responsibilities:1. Incident Management & Troubleshooting:

• Technical Support : Provide first and second-level support for a wide range of IT issues related to hardware, software, networks, and other IT services via phone, email, or chat.
• Troubleshooting : Diagnose and resolve technical issues reported by users, ensuring timely and efficient resolution. Issues may include system errors, network connectivity problems, hardware malfunctions, and application crashes.
• Ticket Management : Create, manage, and prioritize service desk tickets using IT service management (ITSM) tools (e.g., ServiceNow, Jira, Freshservice). Ensure that all tickets are resolved within SLA (Service Level Agreement) timelines.
• Escalation : For complex issues, escalate to senior engineers or specialized teams (e.g., network engineers, system admins) as needed and follow through until resolution.

2. User Support & Customer Service:

• User Assistance : Assist users with both hardware and software setups, installations, configurations, and upgrades for workstations, laptops, mobile devices, printers, etc.
• Remote Support : Provide remote troubleshooting and support for users working from various locations using remote desktop tools (e.g., TeamViewer, Remote Desktop, etc.).
• End-User Communication : Maintain clear and effective communication with end users regarding the status of their issues, providing regular updates until resolution.
• Training : Offer guidance and training to users on how to use software applications and IT systems more effectively.

3. Service Request Fulfillment:

• Request Management : Process service requests related to new software or hardware installations, user access management (e.g., creating user accounts, password resets), and other routine tasks.
• Software Installation & Configuration : Install, configure, and maintain operating systems, software applications, and peripheral devices as part of service request fulfillment.
• Hardware Setup & Maintenance : Assist with configuring and setting up new hardware, ensuring that workstations and devices meet company standards.

4. System Monitoring & Maintenance:

• System Monitoring : Monitor critical systems, network performance, and security to identify potential issues before they escalate into service disruptions.
• Log Management : Review and analyze system logs to track issues or potential failures. Perform routine checks on services, backup systems, and other IT infrastructure.
• Preventative Maintenance : Perform preventative maintenance tasks, such as ensuring that updates and patches are applied, and performing hardware checks to avoid future failures.

5. Documentation & Reporting:

• Ticket Documentation : Accurately document all actions taken during the resolution of issues in the service management tool to maintain a comprehensive history of incidents and requests.
• Knowledge Base Updates : Contribute to the service desk knowledge base by documenting solutions to common problems and FAQs for future reference.
• Reporting : Generate incident reports, track trends, and provide insights into recurring issues to help improve systems and processes.

6. Continuous Improvement:

• Process Improvement : Suggest improvements to existing workflows, processes, and systems to enhance service delivery and user satisfaction.
• Skill Development : Keep up with industry trends and new technologies, continuously improving technical skills through certifications and training.

Required Skills and Qualifications:

• Experience : 4-5 years of experience in a Service Desk or IT support role, providing first- and second-level support to end users.
• Technical Skills :
• Solid understanding of Windows OS and macOS environments.
• Experience with Microsoft Office Suite and other common software applications (e.g., Office 365, email clients).
• Proficiency in Active Directory , Exchange , and basic networking (e.g., TCP/IP, DNS, DHCP).
• Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Jira, Freshservice).
• Basic understanding of hardware troubleshooting (e.g., desktops, laptops, printers, peripheral devices).
• Problem-Solving : Strong analytical skills to diagnose and resolve technical issues efficiently.
• Customer Service : Excellent communication and interpersonal skills with a customer-centric approach to problem-solving.
• Multi-Tasking : Ability to manage multiple tasks and priorities in a fast-paced environment.
• Time Management : Ability to meet deadlines and work under pressure while maintaining a high level of service.

Preferred Skills:

• ITIL Foundation Certification or experience with ITIL processes is a plus.
• Experience with VoIP , VPN , and cloud-based technologies (e.g., AWS, Azure, Google Workspace).
• Networking knowledge (e.g., routers, switches, firewalls).
• Mac OS X and Linux troubleshooting experience.

Education and Certifications:

• Education : A Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Certifications (Preferred but not required):
• CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) .
• ITIL Foundation Certification (preferred).

Job Type: Full-time

Experience:

• IT Service Desk: 4 years (Preferred)
• Education Department: 3 years (Preferred)

Language:

• Arabic (Preferred)