Job Description:

Our client, EL-KADESIA Engineering Industries, is an established company operating within the engineering and industrial sector. The company is seeking a technically skilled and customer-focused IT Helpdesk Engineer to provide reliable IT support, maintain day-to-day technology operations, and ensure efficient resolution of end-user technical issues.

Job Summary:

Our client is looking for an experienced and service-oriented IT Helpdesk Engineer to provide first-line technical support to employees across on-site and remote environments. The successful candidate will be responsible for troubleshooting hardware, software, network, email, and user-access issues while supporting systems including Windows, Microsoft Office, Active Directory, CCTV, and telephone infrastructure. The role requires strong troubleshooting and problem-solving abilities, excellent communication skills, and the ability to prioritize and resolve multiple technical requests while maintaining high standards of service and information security.

Key Responsibilities:

IT Helpdesk & User Support

• Provide first-line technical support to users both on-site and remotely.
• Diagnose and resolve hardware, software, and user-related technical issues.
• Troubleshoot computers, printers, peripheral devices, and software applications.
• Respond to support requests according to established priorities and service levels.
• Document technical issues, solutions, and actions taken.
• Escalate complex incidents to the appropriate technical support level when required.

Systems & Software Support

• Install, configure, and maintain Windows operating systems and Microsoft Office applications.
• Perform software installations, updates, and configurations in accordance with company policies.
• Manage user accounts and access permissions through Active Directory, including account creation, modification, disabling, and password resets.
• Provide support for Outlook and Exchange, including troubleshooting email synchronization and connectivity issues.
• Support endpoint security solutions, including antivirus and basic cybersecurity tools.

Network & Infrastructure Support

• Troubleshoot basic LAN, Wi-Fi, and internet connectivity issues.
• Apply practical knowledge of IP addressing, DNS, and DHCP to diagnose network problems.
• Support basic data backup and restoration activities in accordance with approved policies and authorization levels.
• Coordinate with IT and telecommunications service providers when required.

CCTV & Telephone Systems

• Provide basic technical support for CCTV systems, including monitoring, camera connectivity, and troubleshooting.
• Support IP and analog telephone systems and internal extensions.
• Coordinate with external vendors and service providers to resolve infrastructure-related issues.

IT Service Management

• Log, classify, track, update, and close incidents through the company's IT ticketing system.
• Maintain accurate records of incidents, resolutions, and recurring technical issues.
• Prepare clear technical documentation to support knowledge sharing and future troubleshooting.

Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field.
• Equivalent practical experience may be considered where appropriate.

Experience

• 3-5 years of practical experience in an IT Helpdesk, IT Support, or similar technical support role.
• Hands-on experience supporting end users in a corporate or industrial environment is preferred.

Required Skills

• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Hands-on experience with Active Directory and user account/access management.
• Practical understanding of networking fundamentals, including IP, DNS, and DHCP.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Good knowledge of Outlook and email troubleshooting.
• Ability to manage multiple support requests and prioritize tasks effectively.
• Strong communication skills with the ability to explain technical solutions clearly to non-technical users.
• Good understanding of information security, confidentiality, and protection of company data.
• Strong customer-service orientation and ability to remain calm when handling urgent incidents.
• Good organizational and time-management skills.
• Ability to work independently as well as collaboratively with internal teams and external service providers.

Preferred Skills & Experience

• Experience with FortiGate, VPNs, and remote-access solutions.
• Familiarity with IT Service Management and ticketing platforms such as ServiceNow or Jira.
• Basic knowledge of Linux or macOS.
• Good understanding of cybersecurity principles and endpoint-protection solutions.
• Experience supporting CCTV systems and IP/analog telephone systems.
• Experience coordinating with telecommunications, IT, and technology service providers.

Behavioral & Professional Competencies

• High level of commitment, integrity, confidentiality, and professionalism.
• Strong internal customer-service and active-listening skills.
• Ability to handle urgent technical incidents calmly and professionally.
• Strong ability to prioritize tasks and manage multiple support requests.
• Willingness to continuously learn and develop technical knowledge.
• Ability to prepare clear and accurate technical documentation.
• Strong teamwork and coordination skills.
• Ability to work effectively with different departments, vendors, and external service providers.

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field. Equivalent practical experience may be considered where appropriate.
• 3-5 years of practical experience in an IT Helpdesk, IT Support, or similar technical support role. Hands-on experience supporting end users in a corporate or industrial environment is preferred.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Hands-on experience with Active Directory and user account/access management.
• Practical understanding of networking fundamentals, including IP, DNS, and DHCP.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Good knowledge of Outlook and email troubleshooting.
• Ability to manage multiple support requests and prioritize tasks effectively.
• Strong communication skills with the ability to explain technical solutions clearly to non-technical users.
• Good understanding of information security, confidentiality, and protection of company data.
• Strong customer-service orientation and ability to remain calm when handling urgent incidents.
• Good organizational and time-management skills.
• Ability to work independently as well as collaboratively with internal teams and external service providers.
• Experience with FortiGate, VPNs, and remote-access solutions.
• Familiarity with IT Service Management and ticketing platforms such as ServiceNow or Jira.
• Basic knowledge of Linux or macOS.
• Good understanding of cybersecurity principles and endpoint-protection solutions.
• Experience supporting CCTV systems and IP/analog telephone systems.
• Experience coordinating with telecommunications, IT, and technology service providers.
• High level of commitment, integrity, confidentiality, and professionalism.
• Strong internal customer-service and active-listening skills.
• Ability to handle urgent technical incidents calmly and professionally.
• Strong ability to prioritize tasks and manage multiple support requests.
• Willingness to continuously learn and develop technical knowledge.
• Ability to prepare clear and accurate technical documentation.
• Strong teamwork and coordination skills.
• Ability to work effectively with different departments, vendors, and external service providers.