IT Service Desk Engineer

at  Alpha Data LLC

JOB TITLE: SERVICE DESK ENGINEER

Job Overview: We are seeking an experienced Service Desk Engineer with 4-5 years of experience to provide high-quality IT support services for internal and external users. The Service Desk Engineer will be responsible for troubleshooting technical issues, resolving service requests, managing incidents, and maintaining user satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-oriented mindset to support users effectively.

REQUIRED SKILLS AND QUALIFICATIONS:

• Experience: 4-5 years of experience in a Service Desk or IT support role, providing first- and second-level support to end users.
• Technical Skills:
• Solid understanding of Windows OS and macOS environments.
• Experience with Microsoft Office Suite and other common software applications (e.g., Office 365, email clients).
• Proficiency in Active Directory, Exchange, and basic networking (e.g., TCP/IP, DNS, DHCP).
• Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Jira, Freshservice).
• Basic understanding of hardware troubleshooting (e.g., desktops, laptops, printers, peripheral devices).
• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.
• Customer Service: Excellent communication and interpersonal skills with a customer-centric approach to problem-solving.
• Multi-Tasking: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Time Management: Ability to meet deadlines and work under pressure while maintaining a high level of service.

PREFERRED SKILLS:

• ITIL Foundation Certification or experience with ITIL processes is a plus.
• Experience with VoIP, VPN, and cloud-based technologies (e.g., AWS, Azure, Google Workspace).
• Networking knowledge (e.g., routers, switches, firewalls).
• Mac OS X and Linux troubleshooting experience.

EDUCATION AND CERTIFICATIONS:

• Education: A Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Certifications (Preferred but not required):
• CompTIA A+ or Microsoft Certified Solutions Associate (MCSA).
• ITIL Foundation Certification (preferred).
  Job Type: Full-time

Experience:

• IT Service Desk: 4 years (Preferred)
• Education Department: 3 years (Preferred)

Language:

• Arabic (Preferred)

• Technical Support: Provide first and second-level support for a wide range of IT issues related to hardware, software, networks, and other IT services via phone, email, or chat.
• Troubleshooting: Diagnose and resolve technical issues reported by users, ensuring timely and efficient resolution. Issues may include system errors, network connectivity problems, hardware malfunctions, and application crashes.
• Ticket Management: Create, manage, and prioritize service desk tickets using IT service management (ITSM) tools (e.g., ServiceNow, Jira, Freshservice). Ensure that all tickets are resolved within SLA (Service Level Agreement) timelines.
• Escalation: For complex issues, escalate to senior engineers or specialized teams (e.g., network engineers, system admins) as needed and follow through until resolution.