End-User Support Specialist

Key Responsibilities

• Hands-On Field Support: Provide face-to-face, desk-side IT support for hardware, software, and peripheral devices (printers, scanners, AV equipment) across multiple offices or branches.
• Windows & Hardware Management: Image, deploy, configure, and troubleshoot Windows 10/11 desktops, laptops, and mobile devices. Manage hardware lifecycle and perform physical repairs/replacements.
• Network Troubleshooting: Leverage your networking knowledge to troubleshoot LAN/WAN connectivity, Wi-Fi issues, VLAN configurations, and basic switch/router configurations at the edge.
• Application & M365 Support: Administer and troubleshoot the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications.
• IT Service Management: Log, update, and resolve incidents and service requests in the ITSM tool strictly adhering to ITIL best practices and SLAs.
• IT Asset Management: Maintain accurate inventory of all IT hardware and software assets, ensuring proper tagging, tracking, and secure disposal.

Technical Requirements & Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 4+ years of proven, hands-on experience in desktop, end-user, or field support roles.
• Mandatory Certifications:
  • CompTIA A+ (Core hardware/OS knowledge).
  • ITIL Foundation (Service management framework).
  • Microsoft 365 Certification 
  • Cisco CCNA (Demonstrating strong foundational networking skills).
• Technical Skills:
  • Expert-level knowledge of Windows OS deployment and troubleshooting.
  • Strong diagnostic skills for hardware and software issues.
  • Practical experience in network support (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, basic switchport configuration).
  • Proficiency in application support and M365 administration.
• Languages: Fluent in both Arabic and English (excellent verbal and written communication skills to support a diverse user base and document technical procedures).