IT Help Desk at Makaseb

, , -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

0.0

Posted On

27 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Hardware Repair, Network Troubleshooting, Active Directory, Operating Systems, Ticketing Systems, Customer Service, Remote Support, Software Installation, User Account Management, Documentation, Problem Solving

Industry

Marketing Services

Description

Job Responsibilities: Respond promptly to incoming support requests via phone, email, chat, or helpdesk ticketing system. Gather relevant information to accurately diagnose and troubleshoot technical problems. Provide solutions or guidance to users for resolving hardware, software, and network issues. Document and track all support interactions in the helpdesk ticketing system. Prioritize and categorize tickets based on severity, impact, and urgency. Ensure timely follow-up and closure of tickets, escalating more complex issues to higher-level technical teams. Diagnose and resolve common desktop operating system (Windows, macOS, Linux) and application issues. Perform basic network troubleshooting (e.g., connectivity, Wi-Fi, VPN). Repair or replace hardware components such as PCs, laptops, printers, and peripherals. Create, modify, and disable user accounts in directory services (e.g., Active Directory). Assist with password resets and account lockouts. Maintain user access permissions based on security policies. Install and configure approved software applications, operating systems, and patches. Perform regular system checks and maintenance tasks. Set up and deploy new hardware (computers, printers, mobile devices) following organizational standards. Maintain detailed documentation of technical processes, solutions, and best practices. Create end-user documentation, FAQs, and self-service materials to enhance user independence. Contribute to and update internal knowledge-base articles. Provide clear, concise, and courteous communication to users across all levels of technical understanding. Manage customer expectations regarding timelines and issue resolution. Collaborate with team members to share knowledge and improve internal processes. Stay current with emerging IT trends, technologies, and best practices. Suggest improvements to the helpdesk process to enhance user experience and operational efficiency. Participate in ongoing training and skill development. Job Requirements: Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent work experience). Proven experience in a helpdesk or technical support role preferred. Proficiency with common operating systems (Windows, macOS, Linux), Microsoft Office Suite and Google Workspace. Knowledge of basic networking principles, including TCP/IP, DNS, DHCP, and VPN. Understanding of security best practices for protecting users data. Experience with ticketing systems (e.g.,Zammad, Zendesk, ServiceNow, JIRA Service Desk). Familiarity with remote support tools and methods. Strong problem-solving and analytical abilities. Excellent verbal and written communication skills. Ability to manage multiple tasks and priorities in a fast-paced environment. Demonstrated customer service orientation and interpersonal skills. Benefits & Working Condition: Working days: 5 days (Sunday : Thursday) Working hours: from 9:00 AM to 6:00 PM Health & Social Insurance Discount on GYM Subscription Location: Elsheikh Zayed

Responsibilities

Provide prompt technical support for hardware, software, and network issues via various communication channels. Manage the full lifecycle of support tickets, from diagnosis and resolution to documentation and escalation.