### **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.