Please note: This is a future vacancy and the timeline of hiring is 4+ months
We are looking for a Mid‑Level IT End User Support Engineer to deliver on‑site and remote end‑user IT support in a structured enterprise, managed services environment. The role focuses on hands-on technical execution, supporting desktops, laptops, operating systems, applications, peripherals, and user connectivity while adhering to ITIL-based processes and SLAs. This position is ideal for professionals with around 4 years of experience who are technically strong, process-driven, and comfortable working in SLA‑focused support operations.
Key Responsibilities End User & Onsite IT Support Provide Level 1 and Level 2 support to end users via on‑site and remote channels. Log, track, and resolve incidents and service requests using a ticketing system. Deliver VIP / executive end‑user support when required. Ensure timely resolution in line with agreed Service Level Agreements (SLAs). Desktop, Hardware & Peripheral Support Install, configure, and maintain desktops, laptops, printers, scanners, and peripherals. Set up new systems, relocate existing equipment, and replace faulty hardware. Support printers, including driver configuration and ink replacement. Perform basic hardware diagnostics and troubleshooting. Software & Operating System Support Install, configure, and troubleshoot:Windows operating systems Microsoft Office (Outlook, Word, Excel) Approved enterprise applications Configure and troubleshoot email clients. Create and maintain standard OS images. Handle antivirus updates, security checks, and malware remediation. Connectivity & Basic Network Support Troubleshoot end‑user network and connectivity issues. Perform disk management tasks (partitioning, drive space allocation, NTFS/FAT). Support basic server‑related issues impacting end users. IT Asset Management & Reporting Maintain accurate hardware and software inventory records. Assist with IT surveys (users, devices, locations, applications). Support preparation of daily, weekly, and monthly reports. Contribute to SLA and service quality reports. Process & Compliance Follow ITIL best practices for incident, problem, and change management. Comply with IT security policies and documented operational procedures. Adhere to organizational information security and workplace standards.

Required Qualifications & Experience Bachelor’s degree in Computer Science, Information Technology, or equivalent. Minimum 4 years of hands-on experience in desktop and end‑user IT support. Strong experience supporting Windows-based enterprise environments. Comp TIA A+ certification (mandatory). Microsoft 365 certification (mandatory). Familiarity with ITIL-based service delivery. Ability to communicate effectively in English and Arabic.

Skills & Competencies Strong troubleshooting and analytical abilities. Customer-focused mindset with excellent communication skills. Experience working under SLAs and ticket-based workflows. Ability to handle multiple support requests with prioritization. Comfortable working independently in an on‑site role.