IT Analyst

ISA; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology firm in Sharjah is seeking an IT Infrastructure Support Specialist to provide 24x7 technical assistance and troubleshooting. Responsibilities include maintaining systems, providing support for critical operations, and ensuring compliance with service standards. Candidates should hold a degree in IT or related fields, possess relevant certifications, and have 5-6 years of experience in a similar role. Fluent English is required.

Qualifications

• Fluent in English.
• 5-6 years in IT Infrastructure support.
• Proven record in infrastructure project implementation.

Responsibilities

• Provide technical and non-technical support to clients.
• Drive the technical support team to carry out customer support.
• Maintain positive customer relationships with stakeholders.

Skills

Technical support operations

Bug fixing and troubleshooting

Data analysis

Problem-solving and decision-making

Education

Bachelor Degree in Computer Engineering, Computer Science, or Information Technology

ITIL Certification

CCNP, CCIE, or equivalent certifications

Tools

Java

Tomcat

Oracle

J2EE

Job description

Date: 16 Aug 2025

Location: Sharjah, AE

Company: Information Systems Associates - Sharjah (ISA-SHJ)

Job Purpose

To provide support services to end users through various channels as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure business continuity. Installs, configures, and monitors computer systems and networks for clients, ensuring productivity aligns with set measures and clients' policies and procedures.

Key Result Responsibilities

• Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems, takes ownership of reported issues, responds to inquiries, provides information and feedback, ensuring problems are recorded and tracked throughout the process.
• Maintains positive customer relationships with stakeholders, business users, suppliers, vendors, and other technical teams to improve products and services and resolve maintenance issues.
• Provides technical and non-technical support to clients, conducts analysis, diagnosis, and troubleshooting of systems, network, hardware, software faults, and bugs, considering system capacity and limitations.
• Applies metrics to monitor performance and measure key project criteria.
• Identifies resolutions to technical problems, performs bug fixes for minor issues, applies patches, and channels unresolved issues appropriately, responding within agreed time limits.
• Assists in developing and implementing processes and SLAs for incident and service request management.
• Supports planning, evaluation, testing, and implementation of new technologies, participating in projects as required.
• Contributes to the support knowledge base by developing manuals, technical notes, and articles in line with SLAs.
• Uses various communication channels (visits, calls, emails, web, chat) to support end users.
• Ensures proper recording and closure of support claims, generates timely reports on support activities.
• Installs, configures, monitors, and maintains hardware, operating systems, applications, and networks, upgrading parts as needed.
• Supports rollout of new applications, sets up user accounts, profiles, and passwords, and assists during change requests, UAT, and training.
• Maintains accurate records of IT assets and establishes security, integrity, and business continuity controls.
• Provides 24x7 support for critical systems and responds to operational needs.
• Performs additional duties as directed by the line manager.

Qualifications

• Bachelor Degree in Computer Engineering, Computer Science, or Information Technology.
• ITIL Certified.
• CCNP, CCIE, or equivalent certifications.
• Fluent in English.

Work Experience

• 5-6 years in IT Infrastructure support, service desk, and 24x7 critical operations, preferably in aviation.
• Occasional travel for training and implementation.
• Proven record in infrastructure project implementation and monitoring.
• Skills in bug fixes, patches, and application server management (Java, J2EE, Oracle, Spring, Hibernate, Struts 2, JQuery, JavaScript, JBoss, Tomcat).
• Experience with heterogeneous technology environments and managing both internal and external platforms.
• Data analysis, problem-solving, and decision-making skills.
• Ability to contribute to business strategy and KPIs.

This job posting is active and not expired.