Helpdesk Support Engineer – Oman (Omanization)

About the role

The Helpdesk Support Engineer will join a dedicated help‑desk team to provide technical assistance for computer systems, hardware, and software across Oman. The role involves diagnosing issues, delivering solutions remotely or on‑site, and contributing to a knowledge base that empowers users to resolve common problems themselves.

Key responsibilities

• Operate the ticketing system, resolve user‑raised issues, and keep users informed of ticket status.
• Build and maintain a knowledge base and FAQ library to reduce resolution time.
• Perform remote troubleshooting using appropriate utilities and, when required, travel to client locations across Oman.
• Prioritize tickets based on age and severity, and follow up until closure.
• Supervise movement of IT equipment per help‑desk requests and support grid stations as needed.
• Prepare regular weekly/monthly support reports and site‑visit documentation.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3–5 years of experience in desktop and end‑user support.
• Professional certifications such as ITIL Foundation, A+, or MS System Centre are desirable.
• Strong verbal and written communication skills, with the ability to work independently and as part of a team.

Required skills

• Installation and troubleshooting of Microsoft operating systems and applications.
• Support, deployment, and troubleshooting of desktops, laptops, iPads/Tablets.
• Local and network printer management.
• Hardware troubleshooting.
• Remote control utilities for end‑user systems.
• MS System Centre knowledge.
• ITIL Foundation certification (desired).
• A+ certification (desired).