End User Support Specialist

An End User Support Specialist is responsible for providing technical support to internal users by resolving hardware, software, and network-related issues. This role plays a critical part in maintaining business continuity by ensuring employees can efficiently use technology tools and systems. The specialist serves as the first line of defense for IT-related concerns, handling incidents, service requests, and troubleshooting efforts while documenting solutions and escalating complex problems when necessary.

Responsibilities:

• Provide first-level technical support for desktops, laptops, printers, mobile devices, and other hardware

• Troubleshoot and resolve software issues, including operating systems, email clients, and business applications

• Respond to user inquiries via phone, email, or ticketing system in a timely and professional manner

• Set up and configure workstations, peripherals, and user accounts according to company policies

• Assist with onboarding and offboarding of employees, including hardware allocation and access provisioning

• Maintain accurate records of support requests, resolutions, and system configurations

• Collaborate with other IT team members to escalate and resolve complex issues

• Educate users on best practices, cybersecurity protocols, and efficient use of systems

• Perform routine maintenance and updates to ensure optimal system performance

• Participate in IT projects, including system upgrades, migrations, and deployment initiatives

Requirements:

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

• 1-3 years of experience in IT support or help desk roles

• Strong knowledge of Windows/Mac OS, Microsoft Office Suite, and common enterprise applications

• Familiarity with Active Directory, ticketing systems, and remote support tools

• Excellent problem-solving, communication, and interpersonal skills

• Ability to manage multiple support tasks efficiently under pressure

• Customer-centric mindset with a commitment to delivering high-quality service

• Fluent in English; Arabic is an advantage

• Willingness to work flexible hours or on-call if needed