We are looking for an experienced Onsite Support Engineer to provide second-line technical support for end-user devices, workplace technologies, and enterprise IT environments. The role involves troubleshooting hardware/software issues, supporting VIP users, and ensuring seamless IT operations while meeting SLA commitments. Key Responsibilities:✅ Provide second-line onsite technical support for desktops, laptops, peripherals, and workplace technologies. ✅ Diagnose and resolve hardware, software, operating system, and connectivity-related incidents. ✅ Handle incidents and service requests assigned through the ITSM system within agreed SLA timelines. ✅ Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners, and approved IT peripherals. ✅ Provide dedicated support to VIP users and critical business users. ✅ Coordinate with Service Desk and resolver teams for escalated incidents. ✅ Perform onsite troubleshooting, root cause analysis, and resolution of recurring technical issues. ✅ Maintain accurate incident records, work notes, and resolution details in the ITSM platform. ✅ Ensure compliance with IT security policies, operational procedures, and IT service management processes. ✅ Contribute to Knowledge Base documentation and knowledge-sharing activities. ✅ Support Major Incident activities and provide onsite assistance during critical service disruptions. ✅ Ensure effective shift handover and continuous support coverage across all operational shifts. Requirements:✔ Diploma or Bachelor's degree in Information Technology, Computer Science, or related field. ✔ ITIL Foundation Certification is strongly preferred. ✔ Minimum 5 years of Desktop Support / Onsite Support experience. ✔ Strong knowledge of:Windows Operating Systems Microsoft 365Active Directory Networking fundamentals Printers & Peripheral troubleshooting Endpoint support✔ Experience working in enterprise IT environments. ✔ Hands-on experience with ITSM tools. ✔ Strong troubleshooting, communication, and customer service skills. ✔ Bilingual communication skills: Arabic & English (50% proficiency preferred). ✔ Willingness to work 24×7 rotating shifts, including weekends and public holidays.