**Purpose, Essential Duties and Responsibilities:** * Provide first\-line support for desktops, laptops, and mobile devices. * Install, configure, and troubleshoot operating systems (Windows/macOS) and standard applications. * Troubleshoot issues related to Microsoft 365, Teams, Outlook, and Office applications. * Support users in accessing shared drives, email, VPN, and network resources. * Troubleshoot printer and scanner connectivity and driver issues. * Maintain and update inventory of IT assets and user equipment. * Support users with Wi\-Fi, LAN, and VPN connectivity issues. * Escalate complex network issues to the network team when required. * Log all incidents and service requests in the ticketing/helpdesk system. * Track, update, and close tickets in accordance with defined SLAs. * Maintain clear documentation of common issues, resolutions, and procedures. * Escalate unresolved or complex issues to L2 / senior engineers. * Coordinate with vendors for warranty or hardware replacement when needed. * Communicate effectively with users to provide timely updates on issue resolution. **Qualifications / Certifications** * B.Sc. / Engineering graduates with IT major * Microsoft 365 Fundamental Certification **Skills** * Familiarity with End user support and day to day incidents management. * Experience in managing MS 365 portal and configuration. * Experience in handling on\-premises applications and IT Infrastructure. * Excellent oral \& written communication skill – English (mandatory), Arabic (preferred). * Excellent documentation skills **Work Experience Requirements** * Overall 2\+ years of experience in IT end\-user support or helpdesk role. * Hands on experience with installing and configuring Windows OS. * Troubleshooting Windows 10/11 OS and Microsoft 365 applications issues. Job Type: Full\-time