Helpdesk Engineer

Role Overview

Helpdesk Engineer at BlackStone eIT. The role provides first-line technical support to end users, troubleshoots hardware and software issues, manages service requests and incidents, and ensures timely resolution and escalation of technical problems.

Role Purpose

Deliver reliable L1 IT support to end users through remote and onsite channels, resolve incidents and service requests efficiently using ITSM systems, and maintain accurate documentation and asset records while escalating complex issues appropriately.

Key Responsibilities

First-Line Support & Incident Management

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
• Maintain accurate ticket updates and ensure SLA requirements are met.
• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.

Hardware & Software Support

• Provide hands-on support for desktops and laptops.
• Provide hands-on support for printers.
• Provide hands-on support for mobile devices.
• Provide hands-on support for Windows and macOS.
• Provide hands-on support for Microsoft Office and standard business applications.
• Install, configure, update, and patch software and end-user devices.
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.

User Access & Onboarding

• Support password resets, access requests, authentication, and account-related issues.
• Support IT setup and onboarding for new employees.

Documentation & Process Improvement

• Maintain accurate IT asset records and support equipment tracking.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and recommend service improvements.
• Follow established ITSM workflows and escalation procedures.

Qualifications & Experience

• Diploma or Bachelor's degree in IT, Computer Science, or a related field.
• Minimum 2 years of hands-on IT Support / Service Desk experience; preferably 3–5+ years.
• Strong experience with Windows/macOS and end-user devices.
• Strong hardware and software troubleshooting skills.
• Experience with ITSM/ticketing systems, preferably ManageEngine.
• Good understanding of Incident and Service Request Management.
• Basic understanding of Change and Problem Management.
• Basic networking knowledge: TCP/IP, DNS, DHCP.
• Experience with software installation, configuration, updates, and security patches.
• Strong remote-support experience.
• Good documentation and troubleshooting skills.

Skills & Competencies

• Arabic and English communication skills.
• ITSM knowledge.
• End-user support capabilities.

Additional Information

Preferred Certifications

• CompTIA A+
• Microsoft MCP
• ITIL Foundation