IT Support Specialist – Junior (L1/L2)

About the role

As a Junior IT Support Specialist at Ektis, you will be the first line of defence when technology issues arise on client sites or in the office. You will handle day‑to‑day laptop, mobile and Microsoft 365 problems and grow into second‑line responsibilities, gaining ownership of parts of the firm’s endpoint estate.

Key responsibilities

• Serve as first‑line (L1) contact for IT issues via ticket, chat, phone and walk‑up, logging requests and keeping users informed.
• Investigate escalated (L2) incidents, diagnose OS‑level faults, application conflicts, profile corruption and network connectivity problems.
• Administer user identities in Microsoft Entra ID, manage joiner‑mover‑leaver processes and conditional‑access troubleshooting.
• Configure new‑joiner laptops end‑to‑end, including enrollment, account setup, software installation, encryption and handover.
• Maintain and improve the knowledge base, create runbooks and propose permanent fixes for recurring incidents.

Required profile

• Bachelor’s degree or diploma in IT, computer science or related field, or equivalent practical experience.
• At least 2 years of support, help‑desk or internship experience.
• Fluent in Arabic and English, with strong communication and patience.

Required skills

• Windows 11 troubleshooting.
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) end‑user support.
• Microsoft Entra ID (Azure AD) identity administration.
• Microsoft Intune device management.
• Basic networking concepts: DNS, DHCP, VPN, Wi‑Fi.
• macOS support (nice to have).
• PowerShell scripting (nice to have).
• ITIL service‑management practices (nice to have).

What we offer

• Competitive compensation and comprehensive health‑insurance coverage.
• Certification sponsorship and a clear path from L1 to L2 and infrastructure work.
• Direct mentoring from senior IT staff and hands‑on ownership of real systems.
• Supportive, entrepreneurial culture with growth and innovation opportunities.