IT Desktop Engineer

About us

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for an IT Desktop Support Engineer who can help us move even faster.

noon’s mission: Every door, every day.

Desktop Support Engineer Key Responsibilities

End User Support

• Provide first-level IT support to users for hardware, software, and application-related issues.
• Troubleshoot Windows and macOS laptops, desktops, and common technical problems.
• Assist users with Microsoft 365, Outlook, Teams, VPN, printers, Wi-Fi, and other business applications.
• Help users through calls, emails, remote support tools, and in-person assistance.
• Identify and resolve common IT issues and escalate complex problems to the L2 support team when required.
• Ensure tickets are updated and resolved within the agreed SLA.

Laptop and Asset Management

• Set up and configure laptops for new employees.
• Handle laptop deployment, replacement, collection, and basic troubleshooting.
• Support employee onboarding and offboarding by preparing devices and managing IT assets.
• Maintain accurate records of laptops, accessories, and other IT equipment.
• Track assigned assets and update inventory records when changes occur.

Device and Software Support

• Assist with device enrollment and configuration using tools such as Microsoft Intune, Mosyle, or Jamf.
• Install and update software based on user requirements and company policies.
• Troubleshoot common device, application, and performance issues.
• Assist with Windows Autopilot and Apple Business Manager tasks as required.
• Ensure laptops are updated and follow basic IT security guidelines.

User Account Support

• Assist with user account creation and access management in Microsoft 365 and Active Directory.
• Handle password resets, account unlocks, and basic login issues.
• Help users configure Outlook, email, Teams, and other work-related applications.
• Assist with MFA setup and resolve common authentication issues.
• Process access requests according to company procedures.

Basic Network and Security Support

• Troubleshoot common Wi-Fi, LAN, VPN, and internet connectivity issues.
• Assist users with antivirus alerts, system updates, and basic security-related issues.
• Check device compliance and report security concerns to the relevant team.
• Follow company IT policies and escalate issues that require further investigation.

Ticketing and Documentation

• Create, update, and manage incidents and service requests in tools such as ServiceNow or Jira Service Management.
• Maintain clear ticket notes and document troubleshooting steps and resolutions.
• Follow the ticket escalation process and keep users informed about progress.
• Maintain basic IT documentation and troubleshooting guides.
• Prioritize support requests based on urgency and business impact.

Required Skills

• Good understanding of Windows 10/11 and basic macOS troubleshooting.
• Familiarity with Microsoft 365, Outlook, Teams, and OneDrive.
• Basic knowledge of Active Directory and user account management.
• Understanding of networking basics, including DNS, DHCP, Wi-Fi, and VPN.
• Familiarity with ticketing tools such as ServiceNow or Jira Service Management.
• Basic knowledge of laptop setup, software installation, and IT asset management.
• Exposure to endpoint management tools such as Intune, Mosyle, or Jamf is an advantage.
• Good communication and problem-solving skills.
• Ability to handle multiple support requests and follow up with users.
• Willingness to learn, work with the team, and escalate issues when needed.