IT Support Engineer / Agent (Helpdesk Engineer)

Key Responsibilities Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard apps Provide user-account, access, password, and Microsoft 365 support within security controls Configure, deploy, replace, and recover endpoint devices and maintain asset records Support meeting rooms, conferencing equipment, and common workplace technology Escalate unresolved or specialist issues with complete diagnostics and evidence Maintain knowledge articles, resolution notes, and recurring-issue records Follow security, confidentiality, and data-handling requirements across all assigned locationsRequirements 5+ years of professional end-user computing, desktop support, or service support experience Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, and printers Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM tools ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft Endpoint certification preferred Arabic and English communication skills are strongly preferred