IT Support

Black Swan; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology company in Dubai seeks a proactive IT Support Specialist (Tier 1/2) to provide critical technical assistance and support to employees. The role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the security compliance of all workstations. Ideal candidates will have an associate’s or bachelor’s degree in a related field with 1-3 years of experience in technical support. Certifications like CompTIA A+ are preferred, and expertise with Windows 10/11 and macOS is essential.

Qualifications

• 1-3 years in a technical support or help desk role.
• Deep familiarity with Windows 10/11 and macOS environments.
• Preferred certifications include CompTIA A+, Network+, or Microsoft 365 Certified.

Responsibilities

• Provide timely technical assistance via phone, email, or in-person.
• Install, modify, and repair computer hardware and peripherals.
• Manage user identities, group memberships, and access permissions.
• Troubleshoot basic connectivity issues involving Wi-Fi, LAN, VPN.
• Maintain a detailed record of all interactions and resolutions.
• Ensure all workstations meet company security standards.

Skills

End-User Support

Hardware Management

Account Administration

Network Maintenance

Security Compliance

Education

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field

Tools

Jira

ServiceNow

Microsoft 365

Slack

Zoom

Job description

Job Title: IT Support Specialist (Tier 1/2)

Location: [City, State / Remote / Hybrid]

Department: Information Technology

Reports To: IT Manager / Help Desk Lead

Role Summary

We are seeking a proactive and detail-oriented IT Support Specialist to join our technical team. In this role, you will be the first line of defense for all technology-related issues, ensuring our employees have the tools and connectivity they need to stay productive. You will handle everything from hardware deployments to complex software troubleshooting in a fast-paced environment.

Key Responsibilities

• End-User Support: Provide timely technical assistance via phone, email, or in-person.
• Hardware Management: Install, modify, and repair computer hardware and peripherals. Include imaging and deploying laptops for new hires and managing a rotating inventory.
• Account Administration: Manage user identities, group memberships, and access permissions within Active Directory and SaaS platforms such as Microsoft 365, Slack, Zoom.
• Network Maintenance: Troubleshoot basic connectivity issues involving Wi-Fi, LAN, VPN, and VoIP phone systems.
• Incident Tracking: Maintain a detailed record of all interactions and resolutions within the ticketing system (e.g., Jira or ServiceNow) to identify recurring trends and improve system reliability.
• Security Compliance: Ensure all workstations meet company security standards, including antivirus updates, disk encryption, and MFA.

Required Qualifications

• Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience: 1–3 years in a technical support or help desk role.
• OS Expertise: Deep familiarity with Windows 10/11 and macOS environments.
• Certifications: Preferred certifications include CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator Associate.