IT Helpdesk Engineer

Client of NOK for Human Capital; Kuwait City; Hybrid; KWD 6,000 - 8,000; Full time

Job summary

EL-KADESIA Engineering Industries seeks an IT Helpdesk Engineer to provide first‑line support for employees across on‑site and remote environments. You will troubleshoot hardware, software, email, and user‑access issues while supporting Windows, Microsoft Office, Active Directory, CCTV and telephone systems.

The role requires 3–5 years of IT Helpdesk experience, strong communication skills and a proactive approach to incident management and information security.

Qualifications

• Bachelor's degree in CS/IT/MIS or related field; 3–5 years IT Helpdesk/Support experience.

Responsibilities

• Provide first‑line technical support to on‑site and remote users.
• Diagnose and resolve hardware, software and user‑related issues.
• Troubleshoot computers, printers, peripherals and software applications.
• Manage user accounts and access permissions via Active Directory.
• Support Outlook/Exchange email synchronization and connectivity issues.
• Maintain IT ticketing records and escalate complex incidents.

Skills

Windows OS

Microsoft Office

Active Directory

Networking basics

Troubleshooting

Communication

Information security

Incident management

Time management

Independent working

Education

Bachelor's degree in CS/IT/MIS or related field

Tools

FortiGate VPNs

ServiceNow

Jira

Linux

macOS

Job description

Job Description

Our client EL-KADESIA Engineering Industries is an established company operating within the engineering and industrial sector. The company is seeking a technically skilled and customer-focused IT Helpdesk Engineer to provide reliable IT support, maintain day-to-day technology operations and ensure efficient resolution of end‑user technical issues.

Job Summary

Our client is looking for an experienced and service-oriented IT Helpdesk Engineer to provide first‑line technical support to employees across on‑site and remote environments. The successful candidate will be responsible for troubleshooting hardware, software, network, email and user‑access issues while supporting systems including Windows, Microsoft Office, Active Directory, CCTV and telephone infrastructure. The role requires strong troubleshooting and problem‑solving abilities, excellent communication skills and the ability to prioritize and resolve multiple technical requests while maintaining high standards of service and information security.

Key Responsibilities

IT Helpdesk – User Support: Provide first‑line technical support to users both on‑site and remotely. Diagnose and resolve hardware, software and user‑related technical issues. Troubleshoot computers, printers, peripheral devices and software applications. Respond to support requests according to established priorities and service levels. Document technical issues, solutions and actions taken. Escalate complex incidents to the appropriate technical support level when required.

Systems – Software Support: Install, configure and maintain Windows operating systems and Microsoft Office applications. Perform software installations, updates and configurations in accordance with company policies. Manage user accounts and access permissions through Active Directory including account creation, modification, disabling and password resets. Provide support for Outlook and Exchange including troubleshooting email synchronization and connectivity issues. Support endpoint security solutions including antivirus and basic cybersecurity tools.

Network – Infrastructure Support: Troubleshoot basic LAN, Wi‑Fi and internet connectivity issues. Apply practical knowledge of IP addressing, DNS and DHCP to diagnose network problems. Support basic data backup and restoration activities in accordance with approved policies and authorization levels. Coordinate with IT and telecommunications service providers when required.

CCTV – Telephone Systems: Provide basic technical support for CCTV systems including monitoring camera connectivity and troubleshooting. Support IP and analog telephone systems and internal extensions. Coordinate with external vendors and service providers to resolve infrastructure‑related issues.

IT Service Management: Log, classify, track, update and close incidents through the company’s IT ticketing system. Maintain accurate records of incidents, resolutions and recurring technical issues. Prepare clear technical documentation to support knowledge sharing and future troubleshooting.

Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field. Equivalent practical experience may be considered where appropriate. 3-5 years of practical experience in an IT Helpdesk, IT Support, or similar technical support role. Hands‑on experience supporting end‑users in a corporate or industrial environment is preferred.

Required Skills

Strong knowledge of Windows operating systems and Microsoft Office applications. Hands‑on experience with Active Directory and user account access management. Practical understanding of networking fundamentals including IP, DNS and DHCP. Strong troubleshooting, analytical and problem‑solving capabilities. Good knowledge of Outlook and email troubleshooting. Ability to manage multiple support requests and prioritize tasks effectively. Strong communication skills with the ability to explain technical solutions clearly to non‑technical users. Good understanding of information security, confidentiality and protection of company data. Strong customer‑service orientation and ability to remain calm when handling urgent incidents. Good organizational and time‑management skills. Ability to work independently as well as collaboratively with internal teams and external service providers.

Preferred Skills

Experience with FortiGate VPNs and remote‑access solutions. Familiarity with IT Service Management and ticketing platforms such as ServiceNow or Jira. Basic knowledge of Linux or macOS. Good understanding of cybersecurity principles and endpoint‑protection solutions. Experience supporting CCTV systems and IP/analog telephone systems. Experience coordinating with telecommunications, IT and technology service providers.

Behavioral

Professional Competencies: High level of commitment, integrity, confidentiality and professionalism. Strong internal customer‑service and active‑listening skills. Ability to handle urgent technical incidents calmly and professionally. Strong ability to prioritize tasks and manage multiple support requests. Willingness to continuously learn and develop technical knowledge. Ability to prepare clear and accurate technical documentation. Strong teamwork and coordination skills. Ability to work effectively with different departments, vendors and external service providers.

Bachelor's degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field. Equivalent practical experience may be considered where appropriate.3-5 years of practical experience in an IT Helpdesk, IT Support, or similar technical support role. Hands-on experience supporting end users in a corporate or industrial environment is preferred.Strong knowledge of Windows operating systems and Microsoft Office applications.Hands-on experience with Active Directory and user account/access management.Practical understanding of networking fundamentals, including IP, DNS, and DHCP.Strong troubleshooting, analytical, and problem-solving capabilities.Good knowledge of Outlook and email troubleshooting.Ability to manage multiple support requests and prioritize tasks effectively.Strong communication skills with the ability to explain technical solutions clearly to non-technical users.Good understanding of information security, confidentiality, and protection of company data.Strong customer-service orientation and ability to remain calm when handling urgent incidents.Good organizational and time-management skills.Ability to work independently as well as collaboratively with internal teams and external service providers.Experience with FortiGate, VPNs, and remote-access solutions.Familiarity with IT Service Management and ticketing platforms such as ServiceNow or Jira.Basic knowledge of Linux or macOS.Good understanding of cybersecurity principles and endpoint-protection solutions.Experience supporting CCTV systems and IP/analog telephone systems.Experience coordinating with telecommunications, IT, and technology service providers.High level of commitment, integrity, confidentiality, and professionalism.Strong internal customer-service and active-listening skills.Ability to handle urgent technical incidents calmly and professionally.Strong ability to prioritize tasks and manage multiple support requests.Willingness to continuously learn and develop technical knowledge.Ability to prepare clear and accurate technical documentation.Strong teamwork and coordination skills.Ability to work effectively with different departments, vendors, and external service providers.