[Hiring] End-User Support Specialist @iHorizons

Role Description

• Provide face-to-face, desk-side IT support for hardware, software, and peripheral devices (printers, scanners, AV equipment) across multiple offices or branches.
• Image, deploy, configure, and troubleshoot Windows 10/11 desktops, laptops, and mobile devices. Manage hardware lifecycle and perform physical repairs/replacements.
• Leverage your networking knowledge to troubleshoot LAN/WAN connectivity, Wi-Fi issues, VLAN configurations, and basic switch/router configurations at the edge.
• Administer and troubleshoot the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications.
• Log, update, and resolve incidents and service requests in the ITSM tool strictly adhering to ITIL best practices and SLAs.
• Maintain accurate inventory of all IT hardware and software assets, ensuring proper tagging, tracking, and secure disposal.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 4+ years of proven, hands-on experience in desktop, end-user, or field support roles.
• CompTIA A+ (Core hardware/OS knowledge).
• ITIL Foundation (Service management framework).
• Microsoft 365 Certification.
• Cisco CCNA (Demonstrating strong foundational networking 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.
• Fluent in both Arabic and English (excellent verbal and written communication skills to support a diverse user base and document technical procedures).