Our Core Business Values
Arab Solutions believes that technology is at the forefront of empowering people and organisations throughout the world. Our core business values are, therefore, to discover opportunities for creating a transformation to use our knowledge and expertise in supporting positive change and to enable people in producing powerful new developments.

We deliver on time and in budget
 Using a consultative approach, our experts identify which areas of our clients business can benefit from our services. This transforms IT from overhead cost, albeit one that provides commodity services, into a strategic value-add for our clients business. Arab Solutions is committed to meeting our client’s needs as well as working within their budgetary parameters.

Arab Solutions

Job Title: Help Desk Engineer Role Summary
Provide first and second-level technical support to end users, ensuring timely resolution of incidents and service requests while maintaining system performance and user satisfaction.
Key Responsibilities
<ul>
<li>Handle support requests via ticketing system (e.g., BMC Remedy), email, and phone</li>
<li>Provide L1 &amp; L2 support for internet, network, hardware, and user-related issues</li>
<li>Troubleshoot incidents and provide temporary or permanent solutions</li>
<li>Perform root cause analysis for recurring or major issues</li>
<li>Escalate and track tickets to resolution with relevant teams</li>
<li>Support desktops, laptops, printers, MFPs, and related devices</li>
<li>Deliver remote technical support when required</li>
<li>Ensure SLA compliance for response and resolution times</li>
<li>Document incidents, update CMDB, and maintain records</li>
<li>Assist with system updates, patches, and maintenance activities</li>
<li>Coordinate with teams on security incidents and technical issues</li>
<li>Provide user guidance, training, and prepare reports</li>
<li>Manage and move IT equipment, ensuring security and functionality</li>
</ul>
Requirements
<ul>
<li>2–5 years of experience in IT Help Desk / Technical Support</li>
<li>Experience with ticketing tools (BMC Remedy preferred)</li>
<li>Strong troubleshooting skills (hardware, network, and applications)</li>
<li>Knowledge of ITIL processes and SLA management</li>
<li>Good communication and problem-solving skills</li>
</ul>