Technical Support Engineer

About the Role

The Technical Support Engineer is responsible for delivering high-quality technical support services to learners, staff, and faculty members. This role involves managing and maintaining server applications, providing end-user support, and ensuring the smooth operation of IT systems and infrastructure. The position also includes conducting technical training sessions, supporting institutional events, and ensuring compliance with information security and safety standards. The Senior Technical Support Engineer plays a key role in maintaining system reliability, resolving technical issues efficiently, and contributing to the continuous improvement of IT services.

Key Responsibilities

• check_circle Provide first-level technical support to learners, staff, and faculty members through face-to-face and remote channels using appropriate tools.
• check_circle Log, track, and close technical support tickets in a timely and accurate manner.
• check_circle Support internal and external events by collecting requirements, preparing systems, testing setups, and providing on-site or remote technical assistance.
• check_circle Administer and maintain departmental servers and applications, including Active Directory, antivirus systems, backup solutions, and print servers.
• check_circle Maintain and update the hardware and software asset inventory regularly.
• check_circle Monitor and maintain audio and video systems, ensuring optimal performance and executing corrective actions when necessary.
• check_circle Provide technical training sessions to users as required.
• check_circle Deliver hardware and software support for desktop computers, printers, scanners, and other end-user devices.
• check_circle Conduct end-user testing of applications and systems to identify software defects and inconsistencies, and communicate findings to relevant teams.
• check_circle Participate in special projects by collaborating with team members, completing assigned deliverables, and documenting outcomes.
• check_circle Report information security incidents or suspicious activities to the line manager and Information Security Manager.
• check_circle Comply with internal and local information security, health, and safety regulations, policies, and procedures.
• check_circle Perform additional duties as assigned by the line manager.

Qualifications

• check_circle Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or a related field from an accredited institution.
• check_circle Minimum of 2 years of relevant experience in a similar technical support role.
• check_circle ITIL V3 certification required; additional certifications such as Microsoft, Cisco, or Apple are an advantage.
• check_circle Proficiency in Microsoft Windows, macOS, and general desktop support.
• check_circle Experience with end-user devices such as printers and scanners.
• check_circle Knowledge of audio and video systems, including projectors and mixers.
• check_circle Strong understanding of networking concepts such as DNS and TCP/IP.
• check_circle Excellent customer service, communication, and interpersonal skills.
• check_circle Strong analytical, problem-solving, and time management abilities.
• check_circle Ability to work effectively under pressure and in a multicultural environment.
• check_circle Fluency in English is required; proficiency in Arabic is an advantage.