أخصائي دعم المستخدم النهائي (End-User Support Specialist)

Job Summary

This role involves providing comprehensive IT support including hardware, software, and network troubleshooting, as well as managing Microsoft 365 environments and IT assets, primarily through remote work.

Responsibilities

• Deliver in-person, desk-side IT support for hardware, software, and peripherals across various locations.
• Deploy, configure, and troubleshoot Windows 10/11 devices and manage hardware lifecycle including repairs and replacements.
• Troubleshoot network issues such as LAN/WAN connectivity, Wi-Fi, VLANs, and basic switch/router configurations.
• Administer and support Microsoft 365 services and provide Tier 2 support for key business applications.
• Manage incidents and service requests in the ITSM tool following ITIL best practices and SLAs.
• Maintain accurate IT hardware and software inventory with proper tagging, tracking, and secure disposal.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• At least 4 years of hands-on experience in desktop, end-user, or field support roles.
• CompTIA A+ certification.
• ITIL Foundation certification.
• Microsoft 365 Certification.
• Cisco CCNA certification.
• Expertise in Windows OS deployment and troubleshooting.
• Strong diagnostic skills for hardware and software issues.
• Experience in network support including TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and basic switchport configuration.
• Proficiency in application support and Microsoft 365 administration.
• Fluency in Arabic and English with excellent communication skills.

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