IT Helpdesk Support Engineer - (6 Months Contract)

IT Helpdesk Support Engineer

Job Summary We are seeking an experienced Helpdesk Support Professional to provide both functional assistance and technical support to end users. The successful candidate will be responsible for supporting Microsoft Windows and client software, administering and managing endpoints on-site and remotely, and maintaining user accounts, including creation, activation, and deactivation. Additional responsibilities include operating the ManageEngine suite for ServiceDesk ticketing and Endpoint Management, supporting the Attendance System and Telephony, as well as handling various server and network-related tasks. This individual will serve as the primary point of contact for providing both technical and functional assistance to users on deployed applications, following established procedures and training guidelines. A solid understanding of Microsoft Azure and the Dynamics Platform is required.

Key Responsibilities

Serving as the first point of contact for customers seeking technical assistance over the phone or email.

Supporting users on a functional level, by offering guidance on how to use systems and equipment.

Performing remote troubleshooting through diagnostic techniques and pertinent questions.

Performing on-site installations and support.

Installing and configuring Windows and other desktop software.

Configuring and managing connectivity and storage.

Maintaining Windows devices, protecting devices and data.

Deploying Windows client systems.

Managing identity and access by creating and maintaining Active Directory (AD) users.

Managing compliance policies and configuration profiles.

Managing, maintaining, and protecting devices.

Managing applications and installing desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.).

Rolling out patches.

Assisting in resolving support issues among company sites to ensure timely knowledge sharing and positive user satisfaction.

Maintaining printing systems and assisting with network printer system maintenance.

Maintaining backup systems and processes.

Researching, resolving, and responding to questions via telephone, email, walk-ins, and support tickets in a timely manner.

Acquiring and maintaining current knowledge of relevant product offerings and support policies.

Keeping records of communication transactions, problems, remedial actions, and installation activities.

Working effectively and professionally with team members, sharing knowledge.

Escalating unresolved issues to Engineers, advanced support, or vendor support.

Identifying and resolving basic scope problems using proper tools and techniques.

Offering suggestions for process improvements in the helpdesk area.

Managing and operating the ManageEngine Suite ServiceDesk Plus and Endpoint Central.

Providing helpful, customer service-oriented support and assisting others.

Required Skills and Qualifications

Bachelor’s degree in Computer Science or a related field.

Relevant Microsoft certifications : Windows Client, Managing Modern Desktop, Azure.

Minimum 2 years of hands-on experience with Microsoft Client and server platforms as a helpdesk technician.

Effective communication skills in both written and verbal forms.

Mandatory : Fluent in Arabic & English.

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