Information Technology Support Engineer

About the Role

Batterjee Medical College is seeking a dedicated and technically proficient Information Technology Support Engineer to join our dynamic IT team. In this pivotal role, you will serve as the first and second line of defense for resolving technical issues, ensuring the seamless operation of end-user devices, applications, and IT services across the College. Your expertise will be instrumental in maintaining a robust technology infrastructure that supports academic excellence, administrative efficiency, and healthcare delivery. This position offers an exciting opportunity to deliver exceptional customer service while contributing to the technological advancement of a leading educational institution.

Key Responsibilities

The Information Technology Support Engineer will be responsible for a wide range of technical and administrative duties, including:

• Technical Support:
  • Provide first and second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
  • Diagnose and resolve hardware, software, operating system, and application issues through the IT helpdesk.
  • Escalate complex technical issues to senior engineers or external vendors as necessary, ensuring minimal disruption to operations.
  • Maintain high service standards by adhering to response and resolution timeframes for support requests.
  • Document solutions and contribute to the IT knowledge base to enhance team efficiency and knowledge sharing.
• Systems Administration:
  • Install, configure, and maintain Windows operating systems, applications, and end-user devices.
  • Provide comprehensive support for Microsoft 365 services, including Outlook, Teams, SharePoint, and OneDrive.
  • Perform system updates, software deployments, and patch management to ensure optimal performance and security.
  • Support Active Directory user account management, access permissions, and security policies.
  • Ensure endpoint security through antivirus protection, compliance with IT policies, and proactive monitoring.
• Network & Infrastructure Support:
  • Troubleshoot wired and wireless network connectivity issues to maintain reliable access for all users.
  • Support the installation and configuration of network printers, IP phones, and classroom technology.
  • Perform basic diagnostics for TCP/IP, DNS, DHCP, and Wi-Fi connectivity to resolve network-related issues.
  • Collaborate with the Infrastructure and Systems teams to address network and server-related challenges.
• Classroom & Event Support:
  • Provide technical support for classrooms, laboratories, seminars, webinars, conferences, and official college events.
  • Configure and maintain smart boards, touch panels, audiovisual equipment, and e-learning technologies.
  • Deliver on-site technical assistance to ensure the successful execution of events and minimize downtime.
• Asset & Documentation Management:
  • Maintain accurate IT asset inventory and lifecycle records to ensure accountability and efficient resource allocation.
  • Coordinate hardware installations, transfers, maintenance, and decommissioning in alignment with College policies.
  • Prepare technical documentation, reports, and incident records to support compliance and operational transparency.
  • Ensure helpdesk tickets and service documentation are completed accurately and in a timely manner.
• Continuous Improvement:
  • Identify opportunities to enhance IT service delivery and user experience through process improvements and innovation.
  • Participate in technical training and professional development to stay current with industry trends and technologies.
  • Support IT projects, automation initiatives, and continuous service improvement activities to drive operational excellence.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Certifications (Preferred):
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation
• Experience: 3–10 years of hands-on experience in IT support, service desk, or desktop support roles.
• Technical Proficiency:
  • Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
  • Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
  • Experience with helpdesk ticketing systems and IT asset management tools.
  • Knowledge of endpoint security, antivirus solutions, software deployment, and patch management.
• Soft Skills:
  • Strong analytical, troubleshooting, and problem-solving skills with a methodical approach to issue resolution.
  • Excellent communication, customer service, and interpersonal skills to interact effectively with faculty, staff, and students.
  • Ability to prioritize multiple support requests and work efficiently under pressure in a fast-paced environment.
  • Strong documentation skills and meticulous attention to detail to maintain accurate records and reports.
• Language Requirements: Fluency in English is essential; proficiency in Arabic is considered an advantage.