End User Support Specialist - VIP Users - Arabic Speakers

The End User Support Senior Specialist provides high-quality, customer-focused IT support for Senior and leadership teams across the organization. This role is responsible for resolving technical issues, faced by executives and senior leaders, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for Senior and executive users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.

Role Details – Key Responsibilities and Accountabilities:

• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
• Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).
• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.

• Support Windows and macOS environments, corporate applications, and Active Directory user access management
• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.
• Resolve technical problems related to LAN, WAN and VPN.
• Configuring and maintaining routing, switching, network setup and internet connectivity.
• Responding in a timely manner to service issues and requests.
• Provide advanced technical support to senior management, responding to issues and requests in a timely manner and resolving complex problems.
• Repairing and replacing equipment as necessary.
• Strong understanding of computer systems, network protocols, infrastructure hardware, and software technologies.

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• Proven experience in troubleshooting LAN/WAN and VPN issues
• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.
• Troubleshoot and diagnose hardware and software issues, offering expert-level solutions to technical problems across various platforms and devices.
• Oversee the repair and replacement of faulty equipment, ensuring that devices meet the operational standards of the organization.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal use and end-user reference.
• Lead and mentor other support engineers, providing guidance on complex technical issues, best practices.
• Manage and prioritize support cases, ensuring all incidents are tracked, resolved, and followed up to ensure satisfaction.