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.
