End-User Support Specialist

This is A full time Fully remote Job Key Responsibilities Hands-On Field Support: Provide face-to-face, desk-side IT support for hardware, software, and peripheral devices (printers, scanners, AV equipment) across multiple offices or branches. Windows & Hardware Management: Image, deploy, configure, and troubleshoot Windows 10 ⁄ 11 desktops, laptops, and mobile devices. Manage hardware lifecycle and perform physical repairs/replacements. Network Troubleshooting: Leverage your networking knowledge to troubleshoot LAN/WAN connectivity, Wi-Fi issues, VLAN configurations, and basic switch/router configurations at the edge. Application & M365 Support: Administer and troubleshoot the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications. IT Service Management: Log, update, and resolve incidents and service requests in the ITSM tool strictly adhering to ITIL best practices and SLAs. IT Asset Management: Maintain accurate inventory of all IT hardware and software assets, ensuring proper tagging, tracking, and secure disposal. Technical Requirements & Qualifications Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Experience: Minimum of 4+ years of proven, hands-on experience in desktop, end-user, or field support roles. Mandatory Certifications: CompTIA A+ (Core hardware/OS knowledge). ITIL Foundation (Service management framework). Microsoft 365 Certification Cisco CCNA (Demonstrating strong foundational networking skills). Technical Skills: Expert-level knowledge of Windows OS deployment and troubleshooting. Strong diagnostic skills for hardware and software issues. Practical experience in network support (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, basic switchport configuration). Proficiency in application support and M365 administration. Languages: Fluent in both Arabic and English (excellent verbal and written communication skills to support a diverse user base and document technical procedures).