We are looking for an experienced 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.
The ideal candidate will have strong hands-on experience supporting Windows/macOS, Microsoft Office, end-user devices, networking, and ITSM/ticketing systems, with excellent communication skills in both Arabic and English.
Key Responsibilities
- 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.
- Provide hands-on support for:
- Desktops and laptops
- Printers
- Mobile devices
- Windows and macOS
- Microsoft Office and standard business applications
- Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
- Support password resets, access requests, authentication, and account-related issues.
- Install, configure, update, and patch software and end-user devices.
- Maintain accurate IT asset records and support equipment tracking.
- Support IT setup and onboarding for new employees.
- Follow established ITSM workflows and escalation procedures.
- Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
- Document troubleshooting steps, FAQs, and solutions in the knowledge base.
- Identify recurring issues and recommend service improvements.
- Provide remote end-user support when required.
- Maintain accurate ticket updates and ensure SLA requirements are followed
Requirements
Requirements
- 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.
- Arabic and English communication skills.
Preferred Certifications
- CompTIA A+
- Microsoft MCP
- ITIL Foundation
Ideal Profile
A hands-on IT Support professional with 3–5+ years of experience, strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.
Skills Required
- Diploma or bachelor's degree in IT, Computer Science, or a related field
- Minimum 2 years of hands-on IT Support or Service Desk experience
- Strong experience with Windows, macOS, and end-user devices
- Strong hardware and software troubleshooting skills
- Experience with ITSM or ticketing systems
- Good understanding of Incident and Service Request Management
- Basic understanding of Change and Problem Management
- Basic networking knowledge including TCP/IP, DNS, and DHCP
- Experience with software installation, configuration, updates, and security patches
- Strong remote-support experience
- Good documentation and troubleshooting skills
- Arabic and English communication skills
- ManageEngine experience
- CompTIA A+ certification
- Microsoft MCP certification
- ITIL Foundation certification
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
