Information Technology Support Engineer

About the role

This position ensures employees can work efficiently with minimal IT disruption by resolving daily IT issues, setting up new devices, troubleshooting hardware and software problems, supporting tools such as email and printers, writing user guides and producing IT status reports. It suits someone with at least 2 years of IT support experience.

Key responsibilities

• Provide prompt technical assistance to employees within the company and its premises.
• Diagnose and resolve hardware, software and network issues.
• Set up and configure computers, mobile devices and peripherals, and support email systems, printers and collaboration software.
• Perform regular system updates, backups and preventive maintenance.
• Receive and prioritize support requests, escalate complex issues and follow up on unresolved ones.
• Develop user guides and how-to manuals, and generate regular reports on IT system status and performance.
• Maintain accurate records of procedures, processes, user guides, assets and configurations.
• Implement new IT recommendations and enhancements, and keep up with relevant IT solutions.
• Manage user data across applications and mitigate security risks at user and application level.
• Maintain the vendor management system for application support, procurement and software licenses, and coordinate IT projects and infrastructure (machines, systems, servers).
• Create automated workflows to reduce IT workload.

Required profile

• Bachelor's degree in computer engineering, computer science, MIS or a related field.
• At least 2 years of experience in IT support or a similar role; prior experience in an organization of 80-200 employees is preferred.
• Certificate in IT (e.g., ITIL) is an advantage.
• Proficiency in English and Arabic is required.