Job Description

Ensure technical assistance and support to the organization’s staff and end-users by resolving hardware, software, and network issues. The IT Support Specialist ensures the smooth and efficient operation of IT resources, educates users on best practices, and aids in implementing IT solutions that align with the organization’s objectives. This role is instrumental in ensuring that the technological environment is reliable, secure, and up-to-date, enabling staff to deliver excellent results without technical hindrances.

Technical Troubleshooting and Issue Resolution:

• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.
• Assist users in dealing with technical issues related to network connectivity, printers, and other peripherals.

User Support and Training:

• Provide timely and effective support to end-users, ensuring minimal downtime and maintaining productivity.
• Educate users on system best practices, security guidelines, and appropriate usage to maximize tool effectiveness.

System Maintenance and Updates:

• Install, upgrade, support, and troubleshoot enterprise applications, operating systems, and any authorized desktop software.
• Perform regular system backups and ensure the immediate recovery of lost data.

Security Oversight:

• Ensure that workstations, servers, and associated networks adhere to organizational security standards.
• Periodically review system logs and monitor for any suspicious activity.

Hardware Management:

• Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, and repairs.
• Manage IT inventory, ensuring all devices are accounted for and are functioning optimally.

Software Management:

• Work closely with the IT team to ensure software licenses are up to date and compliant.
• Assist in the rollout of new software applications, updates, and patches.

Communication:

• Maintain open lines of communication with the IT team and other departments to ensure seamless service and project implementations.
• Document all actions taken, solutions provided, and systems updated in the IT ticketing system.

Vendor Management:

• Liaise with external suppliers for the repair of equipment under warranty or maintenance contract.
• Stay updated with the latest trends and suggest new technologies that can enhance company operations.

Project Support:

• Support the IT team in the delivery of IT projects, assisting in software deployments, and infrastructure upgrades.
• Ensure that all processes and procedures are completed, quality standards are met, and projects are delivered on time.

Continuous Improvement:

• Participate in regular training and professional development opportunities to stay updated with the latest technologies and industry best practices.
• Contribute to the continuous improvement of IT processes, suggesting tools and practices to optimize IT support delivery.

QUALIFICATIONS:

• Bachelor’s degree or higher in CS, CIS, or related field preferred.
• Preferably Microsoft Certified. Prince2 or Agile Certified.
• At least 3-5 years of experience in handling corporate infrastructure environment
• Experience in handling multi-site infrastructure
• Excellent verbal, interpersonal and written communication skills.
• Strong analytical, problem solving and decision-making capabilities.
• Team player with the ability to work in a fast-paced environment.
• Resourceful, keen and self-motivated.
• Good Reporting and Project Management Skills
• Excellent Decision Making Skills
• Excellent Planning and Organization Skills.

Essential:

Operating Systems:

• Windows (including Windows Server editions)
• MacOS
• Linux distributions (e.g., Ubuntu, CentOS)

Helpdesk & Ticketing Systems:

• ServiceNow
• JIRA Service Desk
• Zendesk

Remote Support Tools:

• TeamViewer
• Remote Desktop Protocol (RDP)
• LogMeIn

Hardware & Software Inventory Tools:

• Lansweeper
• Spiceworks
• Network Monitoring & Management:
• SolarWinds Network Performance Monitor
• Wireshark
• PRTG Network Monitor

Endpoint Security Solutions:

• Windows Defender
• Crowdstrike

Backup & Recovery Tools:

• Veeam Backup & Replication
• Acronis True Image
• Windows Backup and Restore

IP Telephone Management System

• SNOM/Polycom
• Asterisk Server for IP Phones.

Salary: AED7,000.00 – AED10,000.00 per month

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

Application Question(s): How much is your asking salary for this position?

Education: Bachelor’s (Required)

Experience: IT Support/Specialist or related: 4 years (Required)