Desktop Support Engineer

End User Support Engineer / Desktop Support Engineer

Job Title

The End User Support Engineer will provide onsite technical support to users across offices, external centers and branch locations. The engineer will diagnose, troubleshoot and resolve hardware, software, application, peripheral and network-connectivity issues while ensuring incidents and service requests are completed within agreed SLA/KPI requirements.

Key Responsibilities

Provide onsite Level 2 / End User technical support for desktops and end-user computing devices.

Troubleshoot Microsoft Windows, Microsoft Office and Microsoft 365 issues.

Troubleshoot email and standard business application issues.

Install, configure, troubleshoot and maintain desktops and related end-user equipment.

Diagnose and resolve hardware, software, antivirus and endpoint-related issues.

Troubleshoot printers, scanners and other peripheral devices.

Diagnose basic LAN/network connectivity and user-access issues.

Provide technical support for IT assets and associated end-user equipment.

Receive and resolve tickets escalated from the Service Desk.

Update ticket records with troubleshooting activities, findings and resolutions.

Ensure incidents and requests are resolved within agreed SLA targets.

Coordinate with technical teams and vendors when specialist support is required.

Perform onsite support at external centers and branch offices as assigned.

Participate in handover, backup coverage and knowledge-transfer activities.

Required Qualifications

University Degree in Computer Science, Information Technology or equivalent.

ITIL Foundation certification - Mandatory. • Microsoft 365 certification - Mandatory.

CompTIA A+ certification - Mandatory.

CCNA certification - Mandatory.

Minimum 4 years of desktop troubleshooting / End User Support experience.

Fluent in Arabic and English. 

Strong knowledge of Windows, Microsoft 365, hardware/software troubleshooting, peripherals and basic networking.

Strong interpersonal, communication and customer-service skills.

Managed Services - Job DescriptionOperational Expectations The End User Support team shall be capable of handling approximately 2,200 tickets per month. The engineer must be capable of providing support across offices, external centers and branch locations and comply with defined SLA, escalation, security and service-quality requirements.