Help Desk Engineer
Arab Solutions
Employer Active
Posted on 7 Apr
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Handle support requests via ticketing system (e.g., BMC Remedy), email, and phone
- Provide L1 & L2 support for internet, network, hardware, and user-related issues
- Troubleshoot incidents and provide temporary or permanent solutions
- Perform root cause analysis for recurring or major issues
- Escalate and track tickets to resolution with relevant teams
- Support desktops, laptops, printers, MFPs, and related devices
- Deliver remote technical support when required
- Ensure SLA compliance for response and resolution times
- Document incidents, update CMDB, and maintain records
- Assist with system updates, patches, and maintenance activities
- Coordinate with teams on security incidents and technical issues
- Provide user guidance, training, and prepare reports
- Manage and move IT equipment, ensuring security and functionality
Desired Candidate Profile
Requirements
- 2 5 years of experience in IT Help Desk / Technical Support
- Experience with ticketing tools (BMC Remedy preferred)
- Strong troubleshooting skills (hardware, network, and applications)
- Knowledge of ITIL processes and SLA management
- Good communication and problem-solving skills
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Help Desk Engineer
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Arab Solutions
https://app.pyjamahr.com/careers?company=Arab%20Solutions&job_id=343587&company_uuid=B186148E48
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