Information Technology Support

Fakeeh University Hospital; Dubai; On-site; AED 67,000 - 134,000; Full time

Job summary

Fakeeh University Hospital seeks an IT Support specialist to provide first-line technical assistance across the organization, ensuring timely incident resolution with minimal disruption to hospital operations.

You will log, prioritize, diagnose, and resolve issues, provide remote and on-site support, and document all actions while maintaining high user satisfaction.

Qualifications

• Bachelor's degree in IT or related field.
• 3–5 years IT support and HIS administration experience preferred.
• Proficiency in Windows, Microsoft 365, Active Directory, networking and remote support tools.
• Experience with ITSM/service desk platforms such as ManageEngine.
• Knowledge of ITIL and healthcare systems/standards such as HL7 and DICOM is a plus.
• SQL knowledge for queries and reporting is preferred.
• Strong communication, troubleshooting, analytical, and customer service skills.

Responsibilities

• Act as the first point of contact for IT incidents, service requests, and technical queries.
• Log, categorize, prioritize, and track requests through the IT ticketing system.
• Diagnose and resolve hardware, software, OS, network, and application issues.
• Provide remote and on-site support for end-user devices, peripherals, and standard applications.
• Escalate complex issues to Level 2/3 support teams as required.
• Install, configure, maintain, and update operating systems, applications, and devices.
• Ensure timely resolution of incidents in line with SLAs.
• Maintain accurate ticket documentation and troubleshooting records.
• Support IT projects and other technical activities as assigned.
• Deliver professional, customer-focused support and maintain high user satisfaction.

Skills

Windows

Microsoft 365

Active Directory

Networking

Remote support tools

ITIL / ITSM

HL7 / DICOM knowledge

SQL basics

Education

Bachelor's degree in IT / Computer Science / Health Informatics

Tools

ManageEngine

Job description

The IT Support provides first-level technical support to end users across the organization, ensuring timely resolution of IT incidents and service requests with minimal disruption to hospital operations.

Key Responsibilities

• Act as the first point of contact for IT incidents, service requests, and technical queries.
• Log, categorize, prioritize, and track requests through the IT ticketing system.
• Diagnose and resolve hardware, software, operating system, network, and application issues.
• Provide remote and on-site support for end-user devices, peripherals, and standard applications.
• Escalate complex issues to Level 2/3 support teams as required.
• Install, configure, maintain, and update operating systems, applications, and devices.
• Ensure timely resolution of incidents in line with agreed SLAs.
• Maintain accurate ticket documentation and troubleshooting records.
• Support IT projects and other technical activities as assigned.
• Deliver professional, customer-focused support and maintain high user satisfaction.

Others:

• Provide first-line support for IT incidents and service requests via phone, email, and ticketing system.
• Log, prioritize, track, resolve, and elevate incidents in line with ITSM procedures and SLAs.
• Troubleshoot hardware, software, network, connectivity, peripherals, Windows, Microsoft 365, and enterprise applications.
• Provide remote and on-site support across hospital departments and clinics.
• Maintain accurate IT asset records, including assignment, tagging, and inventory updates.
• Document troubleshooting, resolutions, and follow-up actions in the ITSM system.

Application & HIS Support

• Provide first-line support for HIS, EMR, PACS, and other healthcare applications.
• Support user access, roles, permissions, application workflows, and system-related issues.
• Coordinate with specialist IT/application teams for complex issues.
• Assist with upgrades, patches, testing, UAT, and new system implementations.
• Prepare user guides and provide basic application training to staff.

Customer Service & Compliance

• Deliver professional, responsive, and user-focused IT support.
• Promote IT best practices and security awareness.
• Follow IT policies, data security procedures, and support audits and compliance activities.

Education, Experience & Skills:

Qualifications, Experience & Skills

• Bachelor's degree in IT, Computer Science, Health Informatics, or related field.
• 3-5 years' experience in IT support and HIS administration, preferably in a hospital environment.
• Proficiency in Windows, Microsoft 365, Active Directory, networking, and remote support tools.
• Experience with ITSM/service desk platforms such as ManageEngine.
• Knowledge of ITIL and healthcare systems/standards such as HL7 and DICOM is an advantage.
• SQL knowledge for queries and reporting is preferred.
• Strong communication, troubleshooting, analytical, and customer service skills.
• Ability to work under pressure with a proactive and collaborative approach.