Position Objective:

Provide timely and effective technical support for users, systems, and applications across the organization.
Ensure the stability, accessibility, and security of IT infrastructure, assisting end-users and technical teams with troubleshooting, issue resolution, and system monitoring.

Job Description & Responsibilities:

Deliver first and second-level technical support for software, hardware, and network issues, ensuring minimal disruption to operations.
Monitor system performance and availability, identifying and addressing technical incidents in real-time.
Support internal teams in the configuration, deployment, and maintenance of workstations, applications, and access controls.
Collaborate with DevOps, Infrastructure, and Security teams to escalate and resolve complex issues.
Document troubleshooting steps, resolutions, and system changes to maintain an accurate knowledge base.
Assist in managing user accounts, permissions, and authentication policies (e.g., LDAP, Active Directory, SSO).
Support containerized environments (e.g., Kubernetes/OpenShift) in collaboration with platform engineers, if applicable.
Contribute to incident response and root cause analysis processes.
Provide technical training and guidance to end-users when necessary.
Ensure adherence to SLAs and internal IT security protocols.

Qualifications & Experience:

Bachelor's degree in Information Technology, Computer Science, or a related technical field.
2-3 years of experience in technical support or IT helpdesk roles.
Solid understanding of operating systems (Windows/Linux), networking fundamentals, and common enterprise tools.
Familiarity with support in cloud, DevOps, or container-based environments is an advantage.
Basic experience with ticketing systems (e.g., Jira Service Desk, ServiceNow).
Ability to troubleshoot hardware, software, network, and user-access issues effectively.
Excellent verbal and written communication skills in both English and Arabic.

Technical Support Engineer