IT Help Desk Technician – 24/7 Support

About the role

We are looking for a proactive IT Help Desk Technician to serve as the first point of contact for end‑users. You will handle service requests and incidents across multiple channels in a 24/7 environment, ensuring timely resolution and high user satisfaction.

Key responsibilities

• Receive, log, prioritize and track incidents and service requests via phone, email, live chat and chatbot.
• Validate user information and request details before taking action or escalating.
• Provide remote diagnosis and troubleshooting for desktop operating systems, Office 365, Active Directory and other enterprise applications.
• Escalate unresolved issues to specialist teams and follow up until closure.
• Maintain accurate ticket documentation and update the ITSM ticketing system.
• Contribute to the knowledge base with troubleshooting guides, FAQs and known issues.
• Ensure confidentiality and data‑protection standards when handling user information.

Required profile

• Bachelor’s degree in IT or a related field.
• Minimum 5 years of experience in an IT service desk or call‑center environment.
• Valid ITIL Foundation (or higher) certification.
• Ability to work rotating shifts, including nights, weekends and public holidays.
• Bilingual proficiency in Arabic and English (professional speaking, reading and writing).

Required skills

• Desktop operating systems (Windows, macOS).
• Microsoft Office 365 suite.
• Active Directory administration.
• Experience with an ITSM ticketing platform (e.g., SMAX or equivalent).
• Remote support tools (e.g., remote desktop, screen sharing).
• ITIL Foundation certification.

What we offer

• Dynamic 24/7 shift rotation with opportunities for skill development.
• Access to a comprehensive knowledge base and continuous training.
• Collaborative environment focused on professional growth.