Technical Support Engineer – IT Helpdesk & Server Administration

About the role

The Senior Technical Support Engineer will deliver high‑quality technical assistance to learners, staff and faculty while managing key university IT services. The role combines hands‑on desktop support, server administration and the delivery of technical training as needed.

Key responsibilities

• Provide first‑level support to end‑users both on‑site and remotely using appropriate tools.
• Log, track, follow up and close support tickets in a timely manner.
• Administer servers and applications such as Active Directory, antivirus, backup and print services.
• Maintain hardware/software inventory and monitor audio‑video equipment.
• Support university events by gathering requirements, testing and providing on‑site technical assistance.
• Conduct end‑user testing of applications to identify defects.
• Deliver technical training sessions when required.
• Report security incidents and adhere to information‑security and health‑safety policies.

Required profile

• Bachelor’s degree in Computer Engineering, Computer Science, IT or a related field.
• 0–2 years of relevant experience in a help‑desk or support role.
• ITIL V3 certification (additional Microsoft, Cisco or Apple certifications are a plus).
• Strong customer‑service orientation and ability to work under pressure.
• Fluent English; Arabic is an advantage.

Required skills

• Microsoft Windows and macOS desktop support.
• Active Directory, DNS, TCP/IP and general networking concepts.
• Administration of antivirus, backup and print server solutions.
• Audio/Video system knowledge (projectors, mixers, etc.).
• Printer and scanner troubleshooting.
• ITIL V3 framework.
• Basic knowledge of server‑side applications.