IT Support Technician

Help AG, an e& enterprise company; Dubai; On-site; AED 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Career progression

Wellness campaigns and activities

Learning and development opportunities

Inclusive and diverse environment

Hybrid working environment

Job summary

Help AG is seeking an IT Support Technician to maintain its IT endpoints and support employees across the organization. The role emphasizes growing into core infrastructure support, with operational checks, validations, and remediation where needed.

You will help ensure business continuity by resolving user issues and keeping systems secure. Ideal candidates will have a degree in information security or IT, 1+ years in IT support, and hands-on experience with Active Directory, Office 365, and

Qualifications

• Bachelor's degree or equivalent experience in information security/IT.
• 1+ years of IT support experience solving user IT requests.
• Experience with Active Directory and domain management.
• Knowledge of Office 365, Exchange Online and Azure AD.

Responsibilities

• Support end users and resolve IT tickets and issues.
• Prepare new equipment with asset tagging and tracking.
• Create new users and manage on/offboarding and ACLs.
• Monitor hardware/software stock levels and place orders.
• Maintain endpoint security, updates and patching.
• Produce monthly endpoint health check reports.
• Respond to SOC alerts and incidents with remediation.
• Maintain monthly infrastructure health reports and asset register.
• Conduct monthly AD reviews and system access reviews.

Skills

End-user support

Active Directory

Office 365

Azure AD

Networking basics

ITIL

Documentation

English fluency

Security concepts

Problem-solving

Education

Bachelor's degree in information security or IT-related field

Tools

Office 365

Exchange Online

Azure AD

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.

Benefits

• 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.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.
• Open door policy.

About Us

Help AG present in the Middle East since 2004, was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.

With best of breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.