Tier 1 Help Desk Engineer (Voice Engineer)

We’re Hiring | Tier 1 Help Desk Engineer (Voice Engineer)Arkan Solutions is looking for a Tier 1 Help Desk Engineer (Voice Engineer) to be the first point of contact for our Enterprise Clients.📌 What you will do

• Receive, log and triage support tickets through our support portal, email and phone
• Resolve first-line issues such as user provisioning, number assignment and basic call-quality checks
• Collect clear diagnostics (call logs, timestamps, affected numbers) and escalate to Tier 2 when needed
• Keep Enterprise Clients updated until every ticket is closed
• Maintain accurate ticket records and contribute to the knowledge base
• Work shifts as part of a support Rota📌 What we are looking for
• 1-3 years in IT help desk, service desk or technical support
• Basic understanding of networking (IP, DNS, firewalls)
• Familiarity with Microsoft Teams, Zoom or VoIP is a strong plus
• Basic knowledge of VoIP protocols (SIP, RTP) and telephony systems.
• Familiarity with network protocols (TCP/IP, DNS, DHCP, etc.) and how they relate to voice services.
• Strong problem-solving and communication skills.
• Clear written and spoken communication in English and Arabic
• A calm, organized approach under pressure
• A degree in IT, Computer Science or a related field, or equivalent experience
• Preferred Skills:
• Knowledge of network monitoring tools and ticketing systems.
• Basic knowledge of network protocols and Linux/Windows environments.📌 What we offer
• Hands-on exposure to carrier-grade voice and cloud platforms
• Structured training and a clear path to Tier 2,3 and engineering roles
• A growing team serving enterprise and government clients across the region