Information Technology Support Specialist

Ayedh Dejem Group (ADG) is now a vertically integrated international corporation specializing in real estate development, construction, hospitality, malls, charity programs, and asset management. We are committed to developing projects that impact the lives of our clients and their communities and be at the forefront of providing sustainable solutions that embody a contemporary interpretation of the Arabic affinity for nature. We have solid roots deep in the UAE and KSA and manage assets across Turkey, Egypt, the UK, and other countries.

Job Purpose: To provide comprehensive technical support to all staff and systems within the organization, ensuring efficient IT service delivery via cloud solutions with a focus on IT Service Management (ITSM), endpoint management, data backup, and overall infrastructure stability and security.

Key Responsibilities:

IT Service Management (ITSM) & User Support

1. Serve as the primary contact for user support and technical assistance.
2. Log, track, and resolve incidents and service requests through cloud-based ITSM tools (e.g., Jira, ManageEngine).
3. Ensure adherence to SLA timelines and escalate unresolved issues as needed.
4. Support implementation of ITIL processes across the service desk function.

Endpoint Management

1. Deploy, configure, and manage endpoint devices (PCs, laptops, tablets, mobiles) via cloud management tools.
2. Monitor compliance and apply security policies via ManageEngine endpoint management tools.
3. Handle troubleshooting of device performance, application issues, and connectivity.

Backup & Recovery

1. Manage and monitor scheduled backups using cloud-based enterprise tools (e.g., Acronis).
2. Conduct routine test restorations and ensure backup policies are enforced.
3. Assist in disaster recovery planning and execution using cloud solutions.

Identity & Access Management

1. Administer user accounts, groups, and permissions via cloud-based Active Directory and/or Azure AD.
2. Manage onboarding/offboarding processes and email account creation.
3. Enforce group policy settings and access control measures.

Network & Connectivity Support

1. Provide initial support for LAN/WAN, VPN, and Wi-Fi networks.
2. Troubleshoot connectivity issues and escalate complex network incidents to senior engineers.
3. Support configuration of switches, routers, and access points.

Email & Collaboration Tools

1. Support users with cloud-based Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
2. Configure and troubleshoot desktop email clients and mobile access.
3. Maintain calendars, distribution groups, and shared mailboxes.

Security & Compliance Support

1. Ensure devices comply with security standards (antivirus, encryption, etc.).
2. Assist in the implementation of endpoint protection and patch management via cloud solutions.
3. Educate users on security best practices and monitor policy adherence.

Hardware & Peripheral Support

1. Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
2. Perform basic hardware repairs and coordinate with vendor support when required.

IT Asset & Inventory Management

1. Maintain accurate records of IT hardware, software, and licenses.
2. Tag and track devices throughout their lifecycle.
3. Conduct periodic audits and ensure compliance with asset management policies.

Documentation & Reporting

1. Maintain up-to-date technical documentation, SOPs, and user guides.
2. Generate regular reports on ticket trends, endpoint compliance, and backup status.

Other Duties

1. Collaborate with internal teams and 3rd party vendors for IT project support.
2. Perform any additional tasks assigned by the IT Manager.

Education & Certifications

1. Bachelor's degree in information technology, Computer Science, or a related field.
2. ITIL Foundation certification preferred.
3. Certifications in Microsoft Intune, SCCM, Microsoft 365, Microsoft Azure or Acronis are advantageous.

Work Experience

1. Minimum 5 years of practical experience in IT support roles.
2. Proven experience in ITSM, endpoint management, backup operations, and end-user support.

Skills & Competencies

1. Strong troubleshooting and diagnostic abilities.
2. Strong understanding of ITIL principles and service desk best practices.
3. Familiar with tools like ManageEngine, SCCM, Active Directory, and Office 365.
4. Solid communication and interpersonal skills.
5. Ability to work independently and manage multiple priorities under pressure.

Salary Budget

AED 8,000 to AED 12,000 per month with all standard employee benefits under the labor laws of United Arab Emirates. Available to join immediately will be an added advantage.