Information Technology Support Engineer

Batterjee Medical College is seeking a customer-focused and technically skilled Support Engineer to join the Information Technology team. The successful candidate will provide first and second-level technical support to faculty, staff, and students, ensuring the reliability, security, and availability of end-user devices, applications, and IT services across the College.

This role plays a key part in maintaining a seamless technology environment that supports academic, administrative, and healthcare operations while delivering excellent customer service and timely issue resolution.

• Provide first and second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
  
• Diagnose and resolve hardware, software, operating system, and application issues through the IT helpdesk.
  
• Escalate complex technical issues to senior engineers or external vendors when required.
  
• Maintain service levels by ensuring timely response and resolution of support requests.
  
• Document solutions and contribute to the IT knowledge base.
  

• Install, configure, and maintain Windows operating systems, applications, and end-user devices.
  
• Support Microsoft 365 services, including Outlook, Teams, SharePoint, and OneDrive.
  
• Perform system updates, software deployments, and patch management.
  
• Support Active Directory user account management and access permissions.
  
• Ensure endpoint security, antivirus protection, and compliance with IT policies.
  

• Troubleshoot wired and wireless network connectivity issues.
  
• Support the installation and configuration of network printers, IP phones, and classroom technology.
  
• Perform basic diagnostics for TCP/IP, DNS, DHCP, and Wi-Fi connectivity.
  
• Coordinate with Infrastructure and Systems teams on network and server-related issues.
  

• Provide technical support for classrooms, laboratories, seminars, webinars, conferences, and official college events.
  
• Configure and maintain smart boards, touch panels, audiovisual equipment, and e-learning technologies.
  
• Deliver on-site technical assistance to ensure successful event execution.
  

• Maintain accurate IT asset inventory and lifecycle records.
  
• Coordinate hardware installations, transfers, maintenance, and decommissioning.
  
• Prepare technical documentation, reports, and incident records.
  
• Ensure helpdesk tickets and service documentation are completed accurately and on time.
  

• Identify opportunities to improve IT service delivery and user experience.
  
• Participate in technical training and professional development.
  
• Support IT projects, automation initiatives, and continuous service improvement activities.
  

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
  

• CompTIA A+
  
• CompTIA Network+
  
• Microsoft Certified: Modern Desktop Administrator Associate
  
• ITIL Foundation (preferred)
  

• 3–10 years of experience in IT support, service desk, or desktop support.
  
• Experience supporting Microsoft 365, Windows operating systems, and Active Directory.
  
• Experience in an educational or healthcare environment is preferred.
  

• Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
  
• Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
  
• Experience with helpdesk ticketing systems and IT asset management.
  
• Knowledge of endpoint security, antivirus solutions, software deployment, and patch management.
  
• Strong analytical, troubleshooting, and problem-solving skills.
  
• Excellent communication, customer service, and interpersonal skills.
  
• Ability to prioritize multiple support requests and work effectively under pressure.
  
• Strong documentation skills and attention to detail.
  
• Fluency in English; Arabic is an advantage.