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.

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

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Perform on-site installations and support.

Install and configure Windows and other desktop software.

Configure and manage connectivity and storage.

Maintain Windows.

Protect devices and data.

Deploy Windows client.

Manage identity and access by creating and maintaining AD users.

Manage compliance policies and configuration profiles.

Manage, maintain, and protect devices.

Manage apps.

Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.).

Roll out patches.

Assist in-person or remotely in the resolution of support issues among company sites to ensure timely distribution of knowledge and a positive impact on user satisfaction.

Maintain printing systems and assist with network printer system maintenance.

Maintain backup system and processes.

Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, submitted tickets, and callbacks in a timely manner, in accordance with current procedures.

Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

Maintain records of daily communication transactions, problems, remedial actions taken, and installation activities by creating and updating the required tickets.

Work effectively and professionally with other team members; learn from and share knowledge with others.

Escalate irresolvable issues to Engineers, advanced support, or vendor support.

Identify and resolve problems of basic scope using proper tools and techniques.

Offer suggestions for process improvements in the helpdesk area.

Apply basic standards and procedures to accomplish tasks, including learning how to use and apply applicable technologies.

Manage and operate the ManageEngine Suite – ServiceDesk Plus and Endpoint Central.

Required Skills and Qualifications

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

Relevant Microsoft certifications : Windows Client, Managing Modern Desktop, and 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 both Arabic and English.

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