IT Support Technician

Help AG; Dubai; Hybrid; AED 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Job summary

Help AG seeks an IT Support Technician to maintain our IT infrastructure and ensure business continuity for employees. You will support endpoints, assist with devices, and help grow to cover core infrastructure tasks, including configurations, validations and remediation as needed.

You will handle end-user tickets, onboarding/offboarding, asset tracking, licensing, and security updates, with regular health checks and SOC alert responses, in a flexible/hybrid work environment.

Qualifications

• Bachelor’s degree in information security or IT-related field (or equivalent).
• 1+ years of IT support experience resolving user requests.
• Experience with Microsoft Active Directory and Domains.
• Working knowledge of Office 365, Exchange Online and Azure AD.
• Experience maintaining endpoint OS and troubleshooting issues.
• Solid networking knowledge: TCP/IP, DHCP, DNS.

Responsibilities

• Support Help AG end users and resolve tickets.
• Prepare new equipment including asset tagging and assignment.
• Create new users and manage onboarding/offboarding.
• Monitor stock levels and place order requests.
• Maintain endpoint security, updates and patching.
• Produce monthly endpoint health check reports.
• Respond to on-site incidents at Help AG offices.
• Monitor backups of infrastructure components.
• Respond to SOC alerts and incidents with remedial action.
• Maintain and review asset register.
• Perform monthly AD reviews and system access reviews.

Job description

Help AG is looking for a talented and experienced IT Support Technician who will be responsible to help and maintain Help AG’s infrastructure and continuity of business operations for Help AG’s employees. The technician is a key player in ensuring the smooth running of Help AG’s IT endpoints and supporting its employees with their devices. This role implies a growth element into supporting and maintaining the Help AG core IT infrastructures, including operational checks, validations and where necessary remediations of any identified issues.

Responsibilities

• Support Help AG end users and solve tickets / reported issues.
• Prepare new equipment, including asset tagging, assignment and tracking.
• Creation of new users, assigning of ACL’s and user on / offboarding.
• Monitor hardware and software stock levels and place order requests.
• Maintain endpoint security, software updates and patching.
• Monthly Endpoint Health Check Reports.
• Verify correct security features and licensing are enabled for Help AG employees.
• Respond to on-site incidents and activities in Help AG’s offices.
• Monitor and maintain configuration backups of infrastructure components.
• Respond to SOC alerts and reported incidents with remedial action where necessary.
• Monthly infrastructure health check reports.
• Maintain, update and review Help AG’s asset register.
• Perform monthly AD reviews and system access reviews.

Qualifications & Skills

• Bachelor’s degree in information security or IT-related matter or equivalent experience.
• 1+ years of experience working within IT support and solving user reported IT requests.
• Understanding of Microsoft Active Directory and Domains.
• Working knowledge of Office365, Exchange Online and Azure AD.
• Experience in maintaining endpoint OS’s and troubleshooting software / hardware issues.
• Good understanding of networking, TCP/IP, DHCP, DNS etc.
• Understanding of information security concepts and related technologies.
• Microsoft certification and other infrastructure technology certifications.
• Proper and structured documentation and diagramming.
• Excellent organizational skills in enterprise support and ITIL Process.
• Understanding of information security concepts and related technology including troubleshooting.
• Ability to identify new work areas and to self-govern goals and tasks.
• Ability to identify problems, collect and analyze data, establish facts and draw conclusions.
• Ability to apply a risk-based approach to planning, executing, and reporting on engagements.
• Use judgement and ingenuity to maintain objective and technical standards.
• Excellent communication skills with the ability to translate to non-technical level and effectively convey or report on technical issues both in writing and verbally (In English.) (Arabic is an advantage.)
• Ability to comprehend complex business processes or technical language and prioritize / follow broad and complex instructions both independently and as part of a team.
• Impeccable organization, attention to detail, and ability to learn quickly and adapt to new situations.
• Interact in a positive, friendly, and proactive manner with other employees, board members and regulatory agencies in order to enhance effectiveness and promote quality service.
• Handle sensitive and confidential matters, situations, and data effectively and with integrity.
• Manage high pressure / difficult situations in a calm and collected manner.
• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Excellent learning and development opportunities.
• Annual Flights Tickets.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.

About Us

Help AG, the cybersecurity arm of e&, is the Middle East's trusted cybersecurity partner, enabling governments, enterprises and critical industries to innovate with confidence. Combining strategic consulting, advanced managed security services and deep technology expertise, Help AG helps organisations strengthen cyber resilience, secure AI adoption and build trusted sovereign digital environments. With regional expertise and a customer-first approach, Help AG delivers end-to-end cybersecurity capabilities designed to protect critical operations, manage evolving risks and support secure digital transformation. Through continuous innovation, trusted partnerships and measurable outcomes, Help AG enables organisations to remain resilient, prepared and confident in a complex digital world.