Operations Technician

SANS Institute; Dubai; On-site; AED 240,000 - 280,000; Full time

Job summary

SANS Institute in Dubai is seeking an Operations Technician to support deployment of network and AV systems for live training events in the META region and assist with streaming platforms used during these events.

Responsibilities include setting up networking, AV gear, on-site support, and troubleshooting during live sessions, with collaboration across IT, facilities, and event teams.

Qualifications

• Degree in IT/ Networking or equivalent experience.
• 1–3 years hands-on experience installing AV equipment and configuring networking gear.
• Fluency in English and Arabic with strong written and oral communication skills.
• Commitment to continuous learning and professional development.
• Ability to work independently and under pressure.

Responsibilities

• Assist in setup, configuration, and delivery of training events across the META region.
• Install and support network infrastructure at events, including routers, switches, WLAN controllers.
• Set up and maintain AV equipment including projectors, screens, mics, speakers, and video conferencing systems.
• Provide on-site technical support during events, trainings, meetings for instructors and students.
• Troubleshoot network, AV, and streaming issues during live events.
• Carry out pre-event testing and daily room checks.
• Support recording, uploading, and validation of course content.
• Assist with virtual lab environments and VM functionality.
• Escalate complex technical issues when required.

Skills

English fluency

Arabic fluency

Communication skills

Problem solving

Team collaboration

Attention to detail

On-site travel

Networking fundamentals

AV setup

Education

Technology degree or equivalent

Tools

Active Directory

Entra ID

AV equipment (projectors, mics)

Job description

Operations Technician

Department: Operations

Employment Type: Full Time

Location: Dubai

Reporting To: Managing Director - ME&A

Description

To assist in the deployment and support of SANS network and audio-visual systems at live training events in the META region, as well as supporting the live online streaming platforms utilised during these events.

Key Responsibilities

Events & Audio Visual (AV) Operations

• Assist the Senior or Lead Operations Technician in the setup, configuration, and delivery of SANS training events across the META region.
• Install and support network infrastructure at events, including router, managed switches, wireless access points and controllers.
• Set-up and maintain audio-visual equipment including projectors, screens, microphones, speakers, and video conferencing systems (Zoom, Teams Rooms, Webex).
• Provide on site technical support during events, training sessions and meetings to instructors, TAs, VTAs, and students.
• Troubleshoot network, AV, and streaming platform issues during live events.
• Carry out pre-event testing and daily room checks.
• Support recording, uploading, and validation of course content.
• Assist with virtual lab environments and VM functionality.
• Escalate complex technical issues where required.

IT Support & End User Services

• Provide first- and second-line technical support for hardware, software, and systems.
• Diagnose and resolve issues across Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), and Endpoint devices (laptops, desktops, mobile devices).
• Manage user accounts, access rights and permissions (Active Directory / Entra ID).
• Perform device setup, imaging, configuration, onboarding and offboarding.
• Configure and maintain employee laptops in line with SANS standards.
• Maintain asset inventory and lifecycle management.
• Provide Service Desk triage and response.

Network, Systems & Infrastructure Support

• Support LAN/WAN connectivity and Wi-Fi networks.
• Perform basic network troubleshooting (IP, DNS/DHCP, connectivity and latency issues).
• Monitor network performance and escalates issues.
• Assist with setup and maintenance of network hardware (switches, routers, patching).
• Develop knowledge of networking technologies and concepts.

Systems Maintenance & Security

• Perform routine system checks and preventative maintenance.
• Apply patches, updates, and security fixes.
• Monitor alerts and respond to incidents.
• Ensure backup processes are functioning correctly.
• Follow IT security policies and support MFA, endpoint protection, and access control.
• Identify and elevate security risks or incidents.
• Ensure compliance with internal IT and data protection standards.

Incident, Service & Vendor Management

• Log, track, and resolve tickets using ITSM tools.
• Prioritise issues based on impact and urgency.
• Meet SLAs and escalates complex issues.
• Liaise with external vendors for hardware support and repairs.
• Liaise with external vendors for Network/ISP issues.
• Track and manage procurement and maintenance of IT/AV equipment.

Documentation, Continuous Improvement & Collaboration

• Maintain accurate documentation of systems and procedures.
• Create and update knowledge base articles.
• Document recurring issues and contribute to improvements.
• Identify opportunities to improve user experience, system performance and support processes.
• Collaborate with IT, facilities, and event teams.
• Communicate clearly with technical and non-technical users.
• Support cross-functional initiatives.
• Stay up to date with new technologies, tools and best practices.

Skills, Knowledge and Expertise

Essential

• A degree in a technology focused discipline e.g. Information Technology, Computer Networking, etc, or an equivalent combination of education and experience.
• 1-3 years of hands-on experience installing Audio Visual equipment and configuring computer networking equipment.
• Fluency in English and Arabic with exceptional written and oral communication skills
• A commitment to continuous learning and professional development.
• Ability to work independently and well under pressure.
• Excellent interpersonal skills.
• Proficient with various AV technologies (e.g. Shure Mic receivers, speaker configurations, laptop display configurations, various projectors equipment).
• Familiar with wired/wireless network concepts, hardware, cabling, and best practices.
• Familiar with troubleshooting availability and performance issues in a live network environment.
• Familiarity with network monitoring.
• Strong listening skills.
• Ability to build and maintain excellent working relationships.
• Proactive and dynamic.
• Open to a collaborative and teamwork-based work environment.
• Able to digest and adhere to technical documentation and instruction.
• Logical and methodical approach to problem solving.
• High levels of accuracy and attention to detail.
• Ability to use initiative and creativity to resolve problems.
• The ability to prioritise tasks and manage multiple demands whilst on-site at events.
• Comfortable working in a high visibility environment.
• Ability and desire to travel around META.

Desirable

• Experience in the Cyber Security sector.
• Experience in working with Internet Service Providers/Network Service Providers a plus.
• Ability to identify and solve technical issues in dynamic/unknown network topologies.