End‑User Support Specialist

About the role

The company is looking for a hands‑on End‑User Support Specialist to deliver on‑site and remote IT assistance across multiple locations. This full‑time, fully remote position focuses on hardware, software, networking and Microsoft 365 support for a diverse user base.

Key responsibilities

• Provide face‑to‑face, desk‑side support for computers, printers, scanners and AV equipment.
• Image, deploy, configure and troubleshoot Windows 10/11 desktops, laptops and mobile devices.
• Manage hardware lifecycle, perform repairs and replacements.
• Troubleshoot LAN/WAN, Wi‑Fi, VLAN and basic switch/router configurations.
• Administer Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive) and deliver Tier 2 application support.
• Log and resolve incidents in the ITSM tool following ITIL best practices and SLAs.
• Maintain accurate inventory of IT assets and ensure secure disposal.

Required profile

• Bachelor’s degree in IT, Computer Science or related field.
• Minimum 4 years of hands‑on desktop, end‑user or field support experience.
• Fluent in Arabic and English, both written and verbal.

Required skills

• CompTIA A+ certification.
• ITIL Foundation certification.
• Microsoft 365 certification.
• Cisco CCNA certification.
• Expert knowledge of Windows OS deployment and troubleshooting.
• Strong diagnostic skills for hardware and software issues.
• Practical networking skills: TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting, basic switchport configuration.