IT Support Specialist – Remote

Black Pearl Consult; Abu Dhabi; Remote; AED 67,000 - 112,000; Full time

Job summary

Black Pearl Consult is seeking an IT Support Specialist – Remote to provide first-level technical assistance to staff in a distributed setup.

The role focuses on troubleshooting Windows, macOS, and Microsoft 365 applications, handling user accounts, and maintaining secure remote access. You will document issues, support onboarding/offboarding, and follow IT security procedures in a fast-paced environment.

Qualifications

• Bachelor's degree in IT or related field.
• Basic knowledge of Windows 10/11 and macOS troubleshooting.
• Familiarity with Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel).
• Understanding of hardware, peripherals, and basic networking (IP, DNS, Wi‑Fi, VPN).
• Strong troubleshooting, analytical, and problem-solving skills.
• Good English communication & ability to assist non-technical users.
• Ability to work independently and manage multiple remote requests.
• Reliable internet and suitable remote work setup.
• Experience in IT Support or Help Desk.
• Experience using remote desktop or support tools.
• Knowledge of Entra ID/Azure AD, Intune, or user access management.
• Familiar with ticketing systems and help-desk platforms.
• Basic cybersecurity practices and IT security procedures.

Responsibilities

• Provide first-level IT support via remote tools, email, chat.
• Troubleshoot Windows and application issues.
• Assist users with Microsoft 365 apps.
• Resolve basic account access and password resets.
• Troubleshoot network connectivity and VPN.
• Support printers, monitors, peripherals.
• Install, configure, and troubleshoot business apps.
• Support onboarding/offboarding per IT procedures.
• Document requests, steps, and resolutions.
• Monitor IT requests and ensure timely replies.
• Follow IT security policies and report incidents.
• Escalate complex issues requiring admin access.
• Perform routine IT checks and admin tasks.

Skills

Troubleshooting

Windows Troubleshooting

Microsoft 365

Networking concepts

Remote support

Documentation

Security awareness

Problem-solving

English communication

Time management

Education

Bachelor's degree in IT

Tools

Remote desktop tools

Help desk software

VPN

Azure AD

Intune

Job description

Job description

Black Pearl Consult is hiring for an IT Support Specialist – Remote to provide first-level technical support to employees.

The ideal candidate will have strong troubleshooting skills across hardware, software, user accounts, and connectivity, with the ability to document IT issues accurately, follow security procedures, and escape complex technical problems when required.

Key Responsibilities

• Provide first-level IT support through remote access tools, email, chat, and other communication channels.
• Troubleshoot Windows operating system issues, application errors, system performance, and software installation problems.
• Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Resolve basic account access, password reset, and user permission issues.
• Troubleshoot network connectivity, Wi‑Fi, internet, VPN, and basic DNS‑related issues.
• Assist with printer, monitor, keyboard, mouse, and other peripheral‑related problems.
• Install, configure, update, and troubleshoot commonly used business applications.
• Support employee onboarding and offboarding by following established IT procedures.
• Document support requests, troubleshooting steps, and resolutions accurately.
• Monitor incoming IT requests and ensure timely responses and follow‑ups.
• Follow IT security policies and report suspicious emails, potential security incidents, and unauthorized access attempts.
• Escalate complex technical issues requiring administrator‑level access or advanced troubleshooting.
• Perform routine IT checks and administrative tasks as assigned.

Requirements

What We Are Looking For

• Bachelor's degree in Information Technology/ any related field.
• Basic knowledge of Windows 10/11 and macOS troubleshooting.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi‑Fi, and VPN.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Good English communication skills and the ability to assist non‑technical users.
• Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
• Reliable internet connection and a suitable work setup for remote support.
• Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
• Experience using remote desktop or technical support tools.
• Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
• Familiarity with ticketing systems and help‑desk platforms.
• Basic understanding of cybersecurity practices and IT security procedures.