Help Desk Engineer (Sifah-based)

About Muriya

Muriya Tourism Development is Oman's leading integrated tourism developer, a joint venture between Orascom Development and OMRAN Group. We develop and operate two of the Sultanate's premier lifestyle destinations — Jebel Sifah and Hawana Salalah.

About the Role:

We are looking for an IT Help Desk Engineer to provide first-level technical support to our employees and clients at Jebel Sifah. The ideal candidate has hands-on experience troubleshooting hardware, software, and basic network issues, with strong communication skills and a customer-first attitude.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system
• Diagnose and resolve issues related to desktops, laptops, printers, and peripherals
• Install, configure, and update operating systems (Windows/macOS) and standard business applications
• Manage user accounts, passwords, and access rights (Active Directory / Microsoft 365)
• Troubleshoot basic network issues: LAN/WAN connectivity, Wi-Fi, IP configuration, DNS/DHCP
• Support VPN setup and remote access for users
• Escalate complex issues to L2/L3 teams with proper documentation
• Log, track, and close tickets within defined SLAs
• Maintain IT asset inventory and documentation/knowledge base articles
• Assist with onboarding/offboarding of employees (device setup, account provisioning).

Required Skills & Qualifications

• Must be an Omani national
• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
• 0–3 years of experience in IT support / help desk / desktop support
• Working knowledge of Windows OS, Microsoft 365, and common productivity tools
• Demonstrable understanding of networking fundamentals: TCP/IP, subnetting, DNS, DHCP, VLANs, the OSI model, and the roles of routers, switches, and access points
• Ability to hands-on troubleshoot connectivity issues using tools like ping, tracert, ipconfig, and nslookup — and explain the reasoning behind each step
• Familiarity with ticketing tools (e.g., ServiceNow, Freshdesk, Jira Service Management, Zoho Desk)
• Strong troubleshooting, communication, and documentation skills
• Ability to prioritize and manage multiple tickets in a fast-paced environment.

Preferred:

• CompTIA A+, Network+, or CCNA certification (or in progress)
• Experience with Active Directory, Azure AD/Entra ID, or Intune
• Exposure to remote support tools (AnyDesk, TeamViewer, RDP)
• Basic knowledge of firewalls, antivirus/endpoint security tools
• Experience supporting VoIP phones or video conferencing systems