Helpdesk L1 / L2 Engineer

Optimiza

Amman, Amman Governorate, Jordan Hybrid permanent

Posted: May 12, 2026

Required Skills

Job Description

Optimiza is looking for a proactive, customer-focused Helpdesk L1/L2 Engineer to deliver technical support and resolve incidents for end users. This position emphasizes providing prompt assistance, addressing hardware and software problems, and escalating more complex issues to advanced support levels when required.

Responsibilities:

• Quickly respond to service requests and incidents received via phone, email, or ticketing system.
• Diagnose and fix hardware, software, network, and application problems at Level 1 and Level 2 support tiers.
• Support workstation setup, system configuration, and software deployment tasks.
• Accurately record all incidents, service requests, solutions, and procedures.
• Keep knowledge base articles updated to enhance end-user efficiency.
• Work closely with other IT teams to escalate and track complex technical issues.
• Uphold excellent customer service, professionalism, and clear communication at all times.

Requirements:
• A Bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred.
• 2 to 5 years of experience in helpdesk or technical support positions.
• In-depth understanding of Windows and Linux operating systems.
• Experience with supporting Microsoft Office 365, endpoint security solutions, and frequently used business applications.
• Knowledge of ticketing systems and IT Service Management (ITSM) processes.
• Strong problem-solving abilities along with excellent communication skills.
• Capacity to manage multiple tasks simultaneously and perform efficiently under pressure in a dynamic environment.
• Basic knowledge of networking concepts such as TCP/IP, DNS, and DHCP is an advantage.
• Possession of relevant certifications like CompTIA A+, CompTIA Network+, or ITIL Foundation is beneficial.

Benefits:
Bonus

Medical Insurance

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