IT Support Specialist – Remote

Black Pearl; Dubai; Remote; AED 50,000 - 75,000; Full time

Job summary

Black Pearl Consult is hiring an IT Support Specialist - Remote to provide first-level technical support to employees. You will troubleshoot Windows and macOS issues, assist with Microsoft 365 apps, and resolve basic account and networking problems.

The role requires strong communication in English and the ability to work remotely with minimal supervision. Responsibilities include documenting issues, following IT procedures for onboarding/offboarding, and ensuring timely responses through remote

Qualifications

• Bachelor's degree in Information Technology or related field.
• Basic knowledge of Windows 10/11 and macOS troubleshooting.
• Familiarity with Microsoft 365 apps including Outlook, Teams, OneDrive, Word and Excel.
• Understanding of computer hardware, peripherals and networking concepts (IP addresses, DNS, Wi-Fi, VPN).
• Strong troubleshooting, analytical and problem-solving skills.
• Good English communication and ability to assist non-technical users.
• Ability to work independently, manage multiple requests and prioritize remotely.
• Reliable internet connection and suitable remote setup.
• Experience in IT Support/Help Desk/Technical Support or similar roles.
• Experience using remote desktop or support tools.

Responsibilities

• Provide first-level IT support through remote access tools, email, chat and other channels.
• Troubleshoot Windows/macOS issues, application errors, performance and installation problems.
• Assist users with Microsoft 365 apps including Outlook, Teams, OneDrive, Word and Excel.
• Resolve basic account access, password resets and user permissions.
• Troubleshoot network connectivity, Wi-Fi, VPN and DNS-related issues.
• Support with printers, monitors, peripherals and basic hardware.
• Install, configure and troubleshoot commonly used business applications.
• Support onboarding/offboarding following IT procedures.
• Document requests, steps and resolutions accurately.
• Monitor IT requests and ensure timely responses and follow-ups.
• Follow IT security policies and report suspicious activity and access attempts.
• Escalate complex issues needing admin access or advanced troubleshooting.
• Perform routine IT checks and admin tasks as assigned.

Skills

Bachelor's degree

Windows/macOS troubleshooting

Microsoft 365 apps

Networking basics

Troubleshooting ability

English communication

Remote work capability

Independent work

IT support experience

Security awareness

Education

Bachelor's degree in Information Technology

Tools

Remote desktop

Ticketing systems

Azure AD / Intune

Job description

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

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.

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.

Skills

• 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.