IT Support / Service Desk Specialist

Role Overview

BlackStone eIT is hiring an IT Support / Service Desk Specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.

Role Purpose

Deliver responsive L1 IT support to end users through remote and onsite channels, resolve incidents and service requests efficiently using ITSM systems, and escalate complex technical problems with complete documentation to L2/L3 teams.

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 followed.
• 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.
• Support Windows and macOS operating systems.
• Support Microsoft Office and standard business applications.
• Install, configure, update, and patch software and end-user devices.
• Maintain accurate IT asset records and support equipment tracking.

Troubleshooting & Technical Issues

• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account-related issues.

Onboarding & Improvements

• Support IT setup and onboarding for new employees.
• Identify recurring issues and recommend service improvements.

Documentation & Knowledge Management

• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• 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.

Additional Information

Preferred Certifications

• CompTIA A+
• Microsoft MCP
• ITIL Foundation