Job Description

This is a full-time, fully remote Job.

Key Responsibilities

• Helpdesk & Incident Management: Provide Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network issues in accordance with ITIL best practices.
• System & Application Support: Administer, troubleshoot, and support internal business applications and core IT systems to ensure maximum uptime and user productivity.
• Microsoft 365 Administration: Manage and support the M365 environment, including user provisioning, Teams, Exchange, SharePoint, and endpoint management.
• Business Requirement Analysis: Collaborate with business stakeholders to gather, document, and analyze IT requirements. Translate business needs into technical specifications for system enhancements or new implementations.
• Process Improvement: Identify recurring IT issues and work with the infrastructure team to implement permanent fixes (Problem Management).
• Knowledge Management: Create and maintain technical documentation, standard operating procedures (SOPs), and user guides.

Technical Requirements & Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 3+ years of proven experience in a helpdesk, service desk, or IT support role.
• Certifications:
• ITIL Foundation certification is mandatory.
• Microsoft 365 Certification (e.g., Endpoint Administrator, or Fundamentals) is required.
• Languages: Fluent in both Arabic and English (excellent verbal and written communication skills are essential for supporting diverse users and documenting processes).