End-User Support Specialist

iHorizons

4d • Remote

About The Position

This is a full-time, fully remote job. The role involves providing hands-on IT support for hardware, software, and peripheral devices, managing Windows and mobile devices, troubleshooting network connectivity, supporting the Microsoft 365 environment and core business applications, managing IT service requests and incidents, and maintaining IT asset inventory.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 4+ years of proven, hands-on experience in desktop, end-user, or field support roles.
• CompTIA A+ certification.
• ITIL Foundation certification.
• Microsoft 365 Certification.
• Cisco CCNA certification.
• Expert-level knowledge of Windows OS deployment and troubleshooting.
• Strong diagnostic skills for hardware and software issues.
• Practical experience in network support (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, basic switchport configuration).
• Proficiency in application support and M365 administration.
• Fluent in both Arabic and English (excellent verbal and written communication skills to support a diverse user base and document technical procedures).

Responsibilities

• Provide face-to-face, desk-side IT support for hardware, software, and peripheral devices (printers, scanners, AV equipment) across multiple offices or branches.
• Image, deploy, configure, and troubleshoot Windows 10/11 desktops, laptops, and mobile devices.
• Manage hardware lifecycle and perform physical repairs/replacements.
• Troubleshoot LAN/WAN connectivity, Wi-Fi issues, VLAN configurations, and basic switch/router configurations at the edge.
• Administer and troubleshoot the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) and provide Tier 2 support for core business applications.
• Log, update, and resolve incidents and service requests in the ITSM tool strictly adhering to ITIL best practices and SLAs.
• Maintain accurate inventory of all IT hardware and software assets, ensuring proper tagging, tracking, and secure disposal.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level