End-User Support Specialist

About the role

The End-User Support Specialist provides hands‑on, remote assistance for hardware, software and network issues across multiple locations. This full‑time position supports a diverse user base in both Arabic and English.

Key responsibilities

• Deliver face‑to‑face, desk‑side IT support for desktops, laptops, mobile devices, printers, scanners and AV equipment.
• Image, deploy, configure and troubleshoot Windows 10/11 systems and manage hardware lifecycle including repairs and replacements.
• Diagnose LAN/WAN connectivity, Wi‑Fi, VLAN and basic switch/router configurations.
• Administer Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications.
• Log, update and resolve incidents in the ITSM tool following ITIL best practices and SLA commitments.
• Maintain accurate inventory of IT assets, ensuring proper tagging, tracking and secure disposal.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum 4 years of hands‑on desktop, end‑user or field support experience.
• CompTIA A+, ITIL Foundation, Microsoft 365 and Cisco CCNA certifications.

Required skills

• Expert‑level knowledge of Windows OS deployment and troubleshooting.
• Strong diagnostic skills for hardware and software issues.
• Practical networking experience (TCP/IP, DNS, DHCP, Wi‑Fi, basic switchport configuration).
• Proficiency in Microsoft 365 administration and application support.
• Experience with IT service management tools and ITIL processes.