Senior IT Help Desk

• Provide technical support for hardware, software, network, and email issues by phone, email, messaging, and in person.

• Set up and maintain a simple, structured process for receiving, prioritizing, and tracking support requests (such as a shared support mailbox or request log).

• Follow up on open issues, report on recurring problems, and meet agreed response times.

• Escalate and follow up on complex issues with vendors or external IT providers.

• Set up, configure, and maintain laptops, workstations, printers, and peripherals.

• Manage user accounts, permissions, and access in Active Directory and Microsoft 365 (onboarding and offboarding).

• Install and support engineering software (such as AutoCAD and Tekla) in coordination with the engineering team.

• Support network connectivity, VPN, Wi-Fi, and remote access for site teams.

• Maintain the IT asset inventory, licenses, and warranties.

• Apply security practices: patching, antivirus, backups, and password policies.

• Document solutions and create user guides and a basic knowledge base.

Requirements

• Bachelor’s degree in Computer Science, IT, or a related field.

• 4-6 years of experience in IT support or help desk, including at least 1-2 years in a senior or lead role.

• Strong knowledge of Windows, Microsoft 365, and Active Directory.

• Solid understanding of networking basics (TCP/IP, DNS, DHCP, VPN, firewalls).

• Strong troubleshooting skills and a customer-service mindset.

• Ability to organize work and build simple processes in an environment with limited existing structure.

• Clear communication in English and Arabic, written and spoken.

• High multi-tasking and time-management abilities.