Job Description

Key Responsibilities

Provide technical support to end-users via ticketing tools, email, remote access, or phone. Troubleshoot hardware, software, network, and system-related issues to ensure minimal downtime. Perform installation, configuration, and maintenance of operating systems, applications, and peripheral devices. Manage and maintain office IT infrastructure, including servers, switches, routers, firewalls, printers, and end-user devices. Monitor and maintain LAN/WAN connectivity, and diagnose and resolve VPN issues. Administer and manage Active Directory, Microsoft 365, Outlook, and Teams environments. Support IT infrastructure components such as laptops, desktops, servers, and networking equipment. Troubleshoot and resolve escalated incidents from Level 1 support, ensuring timely resolution. Monitor and resolve service tickets within defined SLAs, ensuring proper documentation of each case. Create and maintain technical documentation, standard operating procedures, and knowledge base articles. Coordinate and dispatch field engineers to client sites across the UAE. Act as a backup onsite engineer when client-based resources are unavailable. Support deployment and rollout of new applications, tools, and devices across the organization. Participate in on-call or shift duties as needed. Collaborate with project teams to ensure system stability and smooth operations. Proactively monitor system performance and identify opportunities for optimization and automation.
Education:

Bachelor's Degree in Information Technology, Computer Science, or a related field.
Experience:

2-3 or 5-7 years (we have 2 position; senior and mid level) of hands-on experience in IT infrastructure support or system administration. Experience managing both onsite IT infrastructure and client dispatch coordination preferred.
Technical Skills

Operating Systems: Windows 10/11, Windows Server (2016/2019). Applications: Microsoft 365 suite (Exchange, Teams, SharePoint). Networking: DNS, DHCP, TCP/IP, VPN, LAN/WAN troubleshooting. Systems Management: Active Directory, Group Policy, and user account management. Hardware Support: Laptops, desktops, printers, and peripherals. Tools: Experience with ticketing systems (e.g., ServiceNow, Jira). Infrastructure: Basic understanding of switches, routers, firewalls, and access points. Familiarity with virtualization platforms (VMware/Hyper-V) is a plus. Knowledge of data backup, patch management, and security practices.
Job Type: Full-time