Job Description

Position Summary

The IT Support Employee is responsible for providing first-line technical assistance to end-users, maintaining hardware and software systems, ensuring smooth IT operations, and supporting the organization's infrastructure. This role requires strong problem-solving skills, a customer-service mindset, and the ability to work under pressure while ensuring timely resolutions of IT-related issues.

Key Responsibilities1. User Support & Troubleshooting

Provide technical support for hardware, software, network, and system issues. Respond to IT support tickets via phone, email, or in-person. Troubleshoot desktop, laptop, printers, scanners, and mobile device problems. Assist with operating systems (Windows, macOS, Linux) and common applications (MS Office, Outlook, ERP systems, etc.). Guide users through problem-solving steps and document solutions.

2. System & Network Support

Assist with the setup, configuration, and maintenance of workstations, servers, and peripherals. Ensure network connectivity and troubleshoot LAN/WAN, Wi-Fi, and VPN issues. Monitor and maintain IT systems, backups, and security protocols. Support user account management in Active Directory, email systems, and other business applications.

3. Installation & Maintenance

Install, configure, and upgrade hardware and software. Maintain IT inventory including computers, servers, network devices, and licensed software. Perform routine maintenance, updates, and patches.

4. Security & Compliance

Support IT security initiatives including antivirus, firewalls, and access control. Ensure compliance with company IT policies and data protection regulations. Report and escalate potential security incidents.

5. Documentation & Reporting

Maintain accurate records of support requests, incidents, and solutions. Document procedures, user guides, and FAQs for employees. Prepare reports on recurring issues and suggest improvements.

Qualifications & Requirements

Education:

Bachelor's degree or diploma in Information Technology, Computer Science, or related field. Relevant certifications (CompTIA A+, Microsoft MCSA/MCSE, Cisco CCNA, ITIL) are an advantage.

Experience:

1-3 years of experience in IT support or a similar role. Hands-on experience with desktop hardware, operating systems, and office applications. Familiarity with networking protocols, printers, and troubleshooting tools.

Skills:

Strong problem-solving and analytical skills. Excellent communication and interpersonal abilities. Ability to prioritize tasks and work under pressure. Customer service-oriented with patience and professionalism. Basic knowledge of cloud platforms (Microsoft 365, Google Workspace, etc.) is a plus.

Key Competencies

Technical expertise and quick learning ability. Teamwork and collaboration with IT colleagues and other departments. Time management and ability to handle multiple tasks. Attention to detail and proactive approach to problem prevention.

Work Environment

Office-based role with occasional on-site support requirements. Availability for after-hours or weekend support when needed. May involve lifting and moving IT equipment.
Job Types: Full-time, Permanent, Contract
Contract length: 24 months

Pay: AED3,500.00 - AED4,000.00 per month

Ability to commute/relocate:

Dubai: Reliably commute or planning to relocate before starting work (Required)
Experience:

IT : 3 years (Required)
Willingness to travel:

* 50% (Required)