Job Purpose:
To provide comprehensive technical support to all staff and systems within the organization, ensuring efficient IT service delivery via cloud solutions with a focus on IT Service Management (ITSM), endpoint management, data backup, and overall infrastructure stability and security.
Key Responsibilities:
IT Service Management (ITSM) & User Support
- Serve as the primary contact for user support and technical assistance.
- Log, track, and resolve incidents and service requests through cloud-based ITSM tools (e.g., Jira, ManageEngine).
- Ensure adherence to SLA timelines and escalate unresolved issues as needed.
- Support implementation of ITIL processes across the service desk function.
Endpoint Management
- Deploy, configure, and manage endpoint devices (PCs, laptops, tablets, mobiles) via cloud management tools.
- Monitor compliance and apply security policies via ManageEngine endpoint management tools.
- Handle troubleshooting of device performance, application issues, and connectivity.
Backup & Recovery
- Manage and monitor scheduled backups using cloud-based enterprise tools (e.g., Acronis).
- Conduct routine test restorations and ensure backup policies are enforced.
- Assist in disaster recovery planning and execution using cloud solutions.
Identity & Access Management
- Administer user accounts, groups, and permissions via cloud-based Active Directory and/or Azure AD.
- Manage onboarding/offboarding processes and email account creation.
- Enforce group policy settings and access control measures.
Network & Connectivity Support
- Provide initial support for LAN/WAN, VPN, and Wi-Fi networks.
- Troubleshoot connectivity issues and escalate complex network incidents to senior engineers.
- Support configuration of switches, routers, and access points.
Email & Collaboration Tools
- Support users with cloud-based Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
- Configure and troubleshoot desktop email clients and mobile access.
- Maintain calendars, distribution groups, and shared mailboxes.
Security & Compliance Support
- Ensure devices comply with security standards (antivirus, encryption, etc.).
- Assist in the implementation of endpoint protection and patch management via cloud solutions.
- Educate users on security best practices and monitor policy adherence.
Hardware & Peripheral Support
- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
- Perform basic hardware repairs and coordinate with vendor support when required.
IT Asset & Inventory Management
- Maintain accurate records of IT hardware, software, and licenses.
- Tag and track devices throughout their lifecycle.
- Conduct periodic audits and ensure compliance with asset management policies.
Documentation & Reporting
- Maintain up-to-date technical documentation, SOPs, and user guides.
- Generate regular reports on ticket trends, endpoint compliance, and backup status.
Other Duties
- Collaborate with internal teams and 3rd party vendors for IT project support.
- Perform any additional tasks assigned by the IT Manager.
Job Requirements
Education & Certifications
- Bachelor's degree in information technology, Computer Science, or a related field.
- ITIL Foundation certification preferred.
- Certifications in Microsoft Intune, SCCM, Microsoft 365, or Acronis is advantageous.
Experience
- Minimum 5years of practical experience in IT support roles.
- Proven experience in ITSM, endpoint management, backup operations, and end-user support.
Skills & Competencies
- Strong troubleshooting and diagnostic abilities.
- Strong understanding of ITIL principles and service desk best practices.
- Familiar with tools like ManageEngine, SCCM, Active Directory, and Office 365.
- Solid communication and interpersonal skills.
- Ability to work independently and manage multiple priorities under pressure.
- Proficiency in English and Arabic.
