IT Support

Fakeeh University Hospital; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Fakeeh University Hospital is seeking an IT Support professional to deliver frontline technical assistance across the hospital. You will handle incidents, service requests, and inquiries, while maintaining SLAs and documenting resolutions, both remotely and on-site.

The role requires 3–5 years in IT support within healthcare settings, strong Windows/M365/AD skills, and familiarity with ITSM systems like ManageEngine. Attention to detail and customer focus are essential.

Qualifications

• 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.

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.

Skills

Windows OS

Microsoft 365

Active Directory

Networking

Remote support tools

ITSM / ManageEngine

ITIL knowledge

HL7 & DICOM knowledge

SQL queries

Communication skills

Troubleshooting

Customer service

Education

Bachelor's degree in IT/CS/Health Informatics

Tools

ManageEngine

Job description

JOB PURPOSE & KEY RESPONSIBILITIES:

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.

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.

Others:

IT Service Desk & End-User Support

• 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.