HelpDesk Engineer

No visa/sponsorship is provided for this role. Please apply only if you are legally permitted to work in Oman without sponsorship/visa.

1.1 Position Summary:

The candidate will provide first-level technical support to end-users, ensuring smooth operation of IT systems and services within the organization. The role requires strong technical expertise, problem-solving skills, and customer service orientation, with a focus on maintaining high availability and performance of IT resources.

1.2 Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Install, configure, and maintain computer systems, applications, and peripherals.
• Escalate complex technical issues to higher-level support teams when necessary.
• Maintain documentation of issues, resolutions, and user guides to improve knowledge base.
• Ensure compliance with IT policies, security standards, and best practices.
• Support end-user training and awareness on digital tools and cybersecurity practices.
• Collaborate with IT teams to implement system upgrades and patches.

1.3 Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Professional certifications such as CompTIA A+, Microsoft MCSA, or ITIL Foundation are an advantage.
• 2-4 years of experience in IT help desk or technical support roles.
• Strong knowledge of Windows, Microsoft 365, and common enterprise applications.
• Hands-on experience with networking, troubleshooting, and endpoint security solutions.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Ability to work under pressure and prioritize multiple tasks effectively.

Job Type: Full-time