Bilingual Service Desk Engineer

Job Overview

We seek a skilled Service Desk Engineer fluent in Arabic to provide primary IT support, resolve technical challenges, and offer excellent customer experiences while meeting SLA requirements. This position involves working in a 24×7 rotational shift setup.

Key Responsibilities

• Deliver frontline technical assistance through authorized communication methods.
• Record, classify, prioritize, and oversee incidents and service requests using an ITSM platform.
• Diagnose and solve first-level issues, aiming for a high First Contact Resolution rate.
• Escalate unresolved problems to specialized support teams as necessary.
• Keep accurate ticket records and communicate regular progress updates to users.
• Provide dedicated assistance to VIP clients following prescribed protocols.
• Collaborate with onsite engineers for issues needing physical presence.
• Oversee ticket queues to ensure resolution within SLA timeframes.
• Assist in maintaining and updating the Knowledge Base and share expertise with the team.
• Ensure effective shift transition and continuous support coverage across all shifts.

Qualifications and Skills

• Diploma or Bachelor's degree in IT, Computer Science, or related discipline.
• Mandatory ITIL Foundation Certification.
• At least 5 years of experience in Service Desk roles.
• Practical knowledge of ITSM tools.
• Strong familiarity with Windows OS, Microsoft Office Suite, Outlook, Active Directory, and Remote Support solutions.
• Outstanding communication, troubleshooting, and customer service aptitude.
• Fluency in Arabic for speaking, reading, and writing is essential.
• Flexibility to work around-the-clock in rotating shifts including weekends and public holidays.