Mohamed Ahmed

Detail-oriented IT Help Desk Support professional with hands-on experience in providing L1/L2 technical support for end users. Skilled in troubleshooting hardware, software, and network issues, with strong knowledge of Microsoft 365, Windows OS, and Active Directory. Known for delivering excellent customer service, meeting SLA targets, and supporting users in both Arabic and English.

Role Summary
Provide first-level and second-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and network issues while ensuring high customer satisfaction and minimal downtime.
Key Responsibilities
Serve as the first point of contact for IT-related issues via phone, email, ticketing system, and remote support
Troubleshoot Windows OS, laptops, desktops, printers, and peripherals
Support Microsoft 365 / Office 365 (Outlook, Teams, OneDrive, SharePoint)
Perform user account management (Active Directory, password reset, access permissions)
Install, configure, and maintain software and hardware
Monitor, log, and resolve incidents using ITSM / ticketing tools
Escalate complex issues to L2 / L3 teams when required
Ensure SLA compliance and timely issue resolution
Provide basic network troubleshooting (LAN, Wi-Fi, VPN)
Create and update technical documentation and user guides
Skills & Technologies
Windows 10 / 11
Microsoft 365 (MS-900 level knowledge)
Active Directory
Remote support tools (AnyDesk, TeamViewer, RDP)
Ticketing systems (ServiceNow, Freshservice, Jira, etc.)