Senior End User Support Engineer

1 day ago

Muscat, Muscat, Oman Noventiq WLL Full time 12,000 - 24,000 per year

We are seeking a highly skilled and customer focused End User Support Engineer to lead and manage daily end-user support operations. This role requires hands-on troubleshooting, escalation handling, ticket management, and close coordination with internal teams to ensure seamless IT support for employees. The ideal candidate should have strong communication skills, a proactive mindset, and the ability to prioritize issues effectively.

Purpose, Essential Duties and Responsibilities:

  • Serve as the first point of contact for end-users seeking technical assistance via ticketing systems, email, or in-person.
  • Provide L1-level technical support for desktops, laptops, printers, mobile devices, and other peripherals.
  • Troubleshoot hardware, software, operating system (Windows/Mac).
  • Troubleshoot basis network related issues.
  • Manage day-to-day support requests, incidents, and service tickets; ensure timely resolution and proper documentation.
  • Coordinate with L2/L3 teams for escalated issues and follow up on pending items.
  • Install, configure, and maintain end-user hardware and software as per company standards.
  • Support common applications like Microsoft 365, Outlook, Teams, Zoom, and standard business productivity tools.
  • Perform user account management (AD, O365), password resets, and access provisioning.
  • Maintaining daily backup checks and validation.
  • Maintain asset inventory and update records for hardware and software deployed.
  • Educate users on basic IT practices, security protocols, and self-service tools.
  • Ensure SLA adherence and contribute to periodic reporting of support metrics.

Required Skills & Qualifications:

  • 5+ years of experience in a desktop support/helpdesk or end-user support environment.
  • Strong knowledge of Windows OS (7/10/11), macOS, and Microsoft Office 365.
  • Familiarity with Active Directory, O365 and basic networking
  • Hands-on experience in hardware troubleshooting and software installations.
  • Excellent interpersonal, communication, and customer service skills.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Qualifications / Certifications

  • Educational Background: Bachelors in computer science / engineering graduates with IT major
  • Microsoft 365 Fundamental Certification.

Job Type: Full-time

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