IT Technical Support Engineer

About the role

GCG Enterprise Solutions, an office automation and IT services provider established in 1982, is looking for an IT Technical Support Engineer. The engineer provides first-line onsite technical assistance to end users across the organisation, troubleshooting hardware, software and network issues so that downtime is kept to a minimum. The role works under close supervision and suits someone eager to learn and grow within the IT function.

Key responsibilities

• Provide first-level onsite support for hardware, software, printers and peripherals
• Log, track and resolve helpdesk tickets in line with SLA requirements
• Set up and configure desktops, laptops, mobile devices and associated equipment
• Troubleshoot LAN, Wi-Fi and VPN connectivity issues
• Install, update and maintain operating systems and standard business applications
• Assist with user accounts, passwords and access rights via Active Directory
• Maintain IT asset records and escalate complex issues to second-level support
• Support onboarding, workstation setup and basic AV/video conferencing setup
• Follow IT security policies and support ITSM tools such as ServiceNow, Freshdesk or Zendesk

Required profile

• Bachelor's degree or diploma in IT, Computer Science or a related field
• 3-4 years of experience in IT support or a related technical role
• Good written and spoken English; Arabic is an advantage
• Ability to work onsite full-time and respond to support requests promptly
• Experience in a corporate or multi-site environment is an advantage

Required skills

• Basic understanding of Windows OS, Microsoft 365 and networking fundamentals
• Active Directory and basic network troubleshooting
• CompTIA A+ or equivalent entry-level certification is desired