Help Desk Engineer – Jebel Sifah

About the role

We are seeking an IT Help Desk Engineer to provide first‑level technical support to employees and clients at our Jebel Sifah resort. The role involves troubleshooting hardware, software, and basic network issues while delivering excellent customer service.

Key responsibilities

• Serve as the initial point of contact for IT support via phone, email, chat, or ticketing system.
• Diagnose and resolve issues on desktops, laptops, printers, and peripherals.
• Install, configure, and update Windows and macOS operating systems and standard business applications.
• Manage user accounts, passwords, and access rights in Active Directory and Microsoft 365.
• Troubleshoot LAN/WAN connectivity, Wi‑Fi, IP configuration, DNS, and DHCP.
• Support VPN setup and remote access for users.
• Escalate complex problems to L2/L3 teams with proper documentation.
• Log, track, and close tickets within defined SLAs.
• Maintain IT asset inventory and knowledge‑base articles.
• Assist with onboarding and off‑boarding of employees.

Required profile

• Omani national.
• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 0–3 years of experience in IT support, help desk, or desktop support.
• Strong communication skills and a customer‑first attitude.

Required skills

• Windows OS, macOS, Microsoft 365.
• Active Directory, Azure AD/Entra ID, Intune.
• TCP/IP, subnetting, DNS, DHCP, VLANs, OSI model, routers, switches, access points.
• Ping, tracert, ipconfig, nslookup.
• Ticketing tools (ServiceNow, Freshdesk, Jira Service Management, Zoho Desk).
• CompTIA A+, Network+ or CCNA (or in progress).
• Remote support tools (AnyDesk, TeamViewer, RDP).
• Basic firewall, antivirus/endpoint security knowledge.
• VoIP phone and video‑conferencing support.