IT Support Technician L1 – Onsite

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide onsite deskside assistance in Amman. The role involves delivering end‑to‑end technical support for desktop and laptop users, handling hardware and software incidents, and ensuring smooth operation of the IT environment.

Key responsibilities

• Provide first‑line technical support for desktop, laptop, and peripheral devices, troubleshooting hardware, software, and connectivity issues.
• Execute IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user equipment.
• Manage the full lifecycle of devices, including configuration, OS imaging, patching, and vendor‑based hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Install, update, and patch approved software in line with IT policies.
• Support Microsoft Office, Outlook, VPN clients, and basic mobile device management.
• Enforce security protocols, antivirus monitoring, and desktop policy compliance.
• Provide VIP support and act as the primary onsite contact during critical escalations.
• Maintain printers, scanners, and other peripherals, performing routine maintenance and troubleshooting.
• Assist with Active Directory tasks, user account management, and smart‑hands support.
• Document incident resolutions, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Minimum 3 years of experience in IT support, preferably in an L1/L2 deskside environment.
• Strong knowledge of Windows operating systems and basic familiarity with macOS.
• Ability to work independently onsite and handle VIP or critical incidents.
• Good communication skills and a customer‑focused attitude.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office & Outlook
• VPN client configuration
• Active Directory
• Windows OS administration
• Basic macOS handling
• ITIL incident and problem management
• Hardware troubleshooting and peripheral support
• Software installation, patching, and imaging