Help Desk Engineer

Description:

Client HQ. As the first point of contact for IT service requests, this role ensures smooth daily operations, timely incident resolution, and proper escalation in line with ITSM frameworks, SLA requirements, escalation matrices, and cybersecurity policies.
The Help Desk Engineer will support devices, peripherals, accounts, and user applications, ensuring business continuity, compliance with security controls, and user satisfaction. This role requires professionalism, clear communication, and a customer-focused mindset.
🔑 Key Responsibilities
🖥 End-User Device Support – Deploy, configure, and maintain laptops/desktops, apply security updates, configure MFA/email, and support mobile devices via MDM.
🖨 Peripheral & Print Services – Install & troubleshoot printers, scanners, drivers, docking stations, and monitors; maintain print queues and lifecycle records.
👤 User Account & Access Management – Create, modify, and deactivate accounts; perform password resets and group membership updates; enforce MFA and least-privilege policies.
🛠 Incident Management – Log and resolve common issues (login, connectivity, software, printing); follow SOPs for repeat incidents; escalate unresolved cases to L2/L3 teams or OEM vendors.
📊 Service Quality & SLA Adherence – Track open tickets, ensure SLA compliance, provide timely updates to users, and report recurring issues for problem management.
🔐 Compliance & Security – Enforce endpoint hardening, patching, antivirus/EDR, and encryption.
📑 Documentation – Maintain ITSM ticket histories, SOPs.
🎓 Qualifications
Bachelor’s degree in Computer Science, IT, or related field
2–4 years in IT support, help desk, or desktop support roles
Hands-on L1 support experience in enterprise environments
Familiarity with ITSM tools (ManageEngine, ServiceNow, etc)
🛠 Technical Skills
Windows 10/11, Microsoft 365, enterprise applications
Active Directory basics (account unlocks, group updates, password resets)
Endpoint security (AV/EDR, patch agents, encryption)
Remote troubleshooting (RDP, TeamViewer, etc.)
Understanding of ITSM processes: incident, request, escalation, SLA
💡 Soft Skills
Strong customer service orientation with professional communication
Ability to multitask, prioritize, and meet SLA-driven targets
Excellent documentation discipline (tickets, ...)
Collaborative with system, network, and other teams
Bilingual (Arabic/English) preferred
📜 Preferred Certifications
CompTIA A+ (or equivalent)
Microsoft 365 Certified: Modern Desktop Administrator Associate
ITIL® v4 Foundation