IT Support Specialist

BOF ASSET MANAGEMENT (PTY) LTD; Dubai; On-site; AED 50,000 - 70,000; Full time

Job summary

A financial management firm in Dubai seeks an IT Support Specialist to handle technical issues, provide first-level support, and ensure user satisfaction. The role demands 1-3 years of experience in helpdesk or desktop support, strong technical skills, and clear communication abilities. Candidates should be proficient in both Windows and macOS, along with familiarity with ticketing systems like ServiceNow. The ideal candidate will help manage user accounts and hardware/software troubleshooting in a dynamic environment.

Qualifications

• 1–3 years in helpdesk, desktop support, or first-level support role.
• Hands-on experience in small business or multi-user IT environments preferred.
• Track record of user-facing support and ticket management.

Responsibilities

• Handle service desk intake via multiple channels.
• Manage email and account issues like password resets.
• Resolve connectivity problems such as VPN client support.
• Troubleshoot hardware and software issues.
• Perform website and platform maintenance.

Skills

Windows and macOS fundamentals

Microsoft 365 and/or Google Workspace

TCP/IP and DNS/DHCP basics

Experience with ticketing systems

Multi-factor authentication setup

Content management system (CMS) editing

Clear Communication

Structured Problem-Solving

Service Orientation

Documentation Discipline

Education

Diploma or Associate Degree in IT

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

The IT Support Specialist serves as the primary point of contact for day-to-day technical issues. This role combines hands-on problem-solving with the ability to triage and elevate complex issues appropriately. The successful candidate will balance independent troubleshooting with clear communication, ensuring rapid service restoration and user satisfaction.

Key Responsibilities

First-Level Support Functions

• Handle service desk intake via phone, email, chat, and ticketing portal; log, categorize, prioritize, and resolve common issues within defined SLAs
• Manage email and account issues: password resets, multi‑factor authentication setup, mailbox configuration, distribution list changes, and email client troubleshooting
• Resolve connectivity problems: Wi‑Fi/LAN access issues, VPN client support, printer and peripheral connectivity, and basic network diagnostics
• Troubleshoot hardware and software: install approved applications, resolve OS errors, update drivers, diagnose startup issues, and support peripheral setup
• Execute on‑boarding and off‑boarding: provision user accounts, assign group memberships and permissions per standard templates, and deploy standard workstation images

Triage and Escalation Capabilities

• Diagnose issues systematically by gathering symptoms, reproducing problems, consulting FAQs and known errors, and isolating scope (user, device, network, or application level)
• Document tickets with precision: environment details, troubleshooting steps taken, logs and screenshots, impact assessment, and urgency level
• Apply clear escalation criteria for security incidents, outages, data loss, or configurations beyond Level 1 scope; route to specialized resources with complete context
• Communicate handoffs clearly to internal teams and vendors; set user expectations on next steps, timelines, and resolution status

Autonomous Maintenance Activities

• Perform website and platform maintenance: post content updates, verify links and media functionality, update plugins within policy, and test forms and newsletters
• Conduct routine system checks: monitor endpoint patch status, disk space utilization, antivirus alerts, backup completion, and service uptime pings
• Execute minor configuration tasks: update group memberships, printer mappings, email signatures, application settings, and user profiles per documented runbooks
• Maintain and enhance knowledge base: add how‑to guides and known issues for recurring Level 1 topics to reduce future resolution times

Skills

Required Technical Skills

• Endpoints and Operating Systems: Windows and macOS fundamentals, user profiles, system updates, driver management, and common office hardware (laptops, docks, printers, scanners)
• Productivity Applications: Microsoft 365 and/or Google Workspace—mailboxes, calendars, file synchronization (OneDrive/Drive), collaboration tools (Teams/Meet), and client configuration
• Networking Fundamentals: TCP/IP and DNS/DHCP basics, Wi‑Fi troubleshooting, VPN client support, and simple connectivity diagnostics
• IT Service Management Tools: Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management), remote support platforms, and endpoint monitoring agents
• Security Awareness: Multi‑factor authentication setup, phishing reporting procedures, patch compliance checks, and least‑privilege user principles
• Web Platform Basics: Content management system (CMS) editing (e.g., WordPress, Wix, Squarespace), link and media verification, and basic plugin updates per policy

Required Soft Skills

• Clear Communication: Ability to explain technical concepts in user‑friendly language; provide concise status updates and set realistic expectations
• Structured Problem‑Solving: Methodical diagnostic approach, use of checklists and runbooks, and ability to isolate and document issues before escalation
• Service Orientation: Patience, empathy, and professionalism under pressure; commitment to ownership through resolution
• Organization and Prioritization: Manage multiple concurrent tickets, meet service‑level agreements, and balance walk‑up support with queued work
• Documentation Discipline: Clear ticket writing, knowledge capture, and ability to contribute to internal runbooks and FAQ materials

Experience

• 1–3 years in helpdesk, desktop support, or first‑level support role; or strong internship/apprenticeship with demonstrated Level 1 exposure
• Hands‑on experience in small business or multi‑user IT environments preferred
• Track record of user‑facing support and ticket management

Certifications (Preferred)

• CompTIA A+ or equivalent foundational IT certification
• ITIL Foundation (IT Service Management basics)
• Microsoft 365 Fundamentals or Google Cloud Associate Cloud Engineer Fundamentals

Education

• Diploma or Associate Degree in Information Technology, Computer Science, or related field; or equivalent hands‑on experience demonstrating same competency