IT Helpdesk Support Engineer

• Bachelor's degree in Computer Science, or a related field
• Relevant Microsoft certifications: Windows Client; Managing Modern Desktop; Azure
• Minimum 2 year of hands-on experience Microsoft Client and server platforms as a helpdesk technician
• Effective communication skills in both written and verbal forms
• Mandatory: Fluent Arabic & English speaker Key Responsibilities
• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• support users on a functional level, by offering guidance on how to use systems and equipment.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Performing on-site installations and support.
• Install and configure Windows and other desktop software.
• Configure and manage connectivity and storage
• Maintain Windows
• Protect devices and data
• Deploy Windows client
• Manage identity and access by creating and maintaining AD users.
• Manage compliance policies and configuration profiles
• Manage, maintain, and protect devices
• Manage apps
• Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.)
• Rollout patches.
• Assist in person or remotely in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Maintain printing systems and assist with network printer system maintenance C1-Internal
• Maintain backup system and processes.
• Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, open submitted tickets and callbacks in a timely manner, in accordance with current procedures
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Maintains records of daily communication transactions, problems, remedial actions taken, and installation activities by creating and updating the required tickets.
• Work effectively and professionally with other team members, learns from and shares knowledge with others.
• Escalate irresolvable issues to Engineers, advanced support or vendor support.
• Identify and resolve problems of basic scope using proper tools and techniques Offers suggestions for process improvements in the helpdesk area.

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