Technology Support Specialist - Dubai Campus

Heriot-Watt University; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading research university seeks a Technology Support Specialist responsible for installing, configuring, and troubleshooting IT systems and providing excellent customer service. The ideal candidate will have a degree in IT or Computer Science and minimum 3 years of relevant experience. This role requires strong communication skills and a proactive approach in a collaborative team environment.

Benefits

Professional development opportunities

Inclusive workplace culture

Collaboration with diverse teams

Qualifications

• Minimum 3 years of IT support experience.
• Experience in supporting AV services and classroom technologies.
• Comfortable working collaboratively with teams.

Responsibilities

• Install and troubleshoot computer hardware and software.
• Provide onsite IT support to users.
• Assist in configuring network and telephony solutions.

Skills

Customer support

Technical troubleshooting

AV services support

Networking

Communication skills

Education

First degree in IT or Computer Science

Tools

Helpdesk management systems

AV technologies

Network configuration tools

Job description

Technology Support Specialist

Grade and Salary: Grade 5

FTE and working pattern: Full time

Contract: Open Ended

Department: Global Information Systems

About the Team

The Global Information Services directorate provides a range of services to support, promote and supply information skills and infrastructure to support a modern research‑intensive university in a global setting. This straddles academic library provision alongside a range of technical services and systems such as IT and AV services systems and support for learning & teaching research & enterprise operational effectiveness.

It is an integrated global service providing services to students, staff, applicants, alumni and external users across all five campuses.

Detailed Description

The IT Support Specialist will report directly to the IT Technical Service Manager (Dubai) and will work as a team member of an integrated IT support team, overseeing, maintaining and supporting university computer hardware and software systems, AV services, network and communication systems, resolving technical issues concerning students and staff.

The successful candidate is expected to be passionate about delivering high‑quality customer support services with excellent communication skills. We are looking for those who are technically knowledgeable with hands‑on experience in supporting different computer systems, hardware, AV services and other IT related managed services. He / she must be flexible, proactive and able to cope with different work situations in a collaborative workplace.

Key duties and responsibilities

• Install, configure, troubleshoot and repair computers, operating systems and applications related to laptops, PCs, Mac, Thin Clients and make sure users' devices connect to the university network (LAN/Wi‑Fi) in accordance with the university's networking policy and standards.
• Configure VPN and remote desktop services where needed.
• Administrate, configure and troubleshoot university's print management solution, providing needed technical support to users connected to this service. Track the daily status of campus printers and photocopiers, take the needed actions of supplying toners and papers, contact the service provider/integrator in case of any requirement or support needed.
• Configure and troubleshoot telephony system and install/relocate devices where needed, familiar with related network configuration.
• Install wireless network access points and support in troubleshooting any connectivity issues.
• Install, configure and troubleshoot auditorium & classroom technologies (AV / Smartboards / IP TV / video conferencing tools e.g. Microsoft Teams; lecture recording; connection to cloud‑based learning and teaching tools).
• Install specialist software required for teaching purposes on individual PCs or in a PC lab.
• Provide support for students working in the PC labs.
• Install, configure, monitor and troubleshoot systems of digital signage / PA system / access control / gate barrier / CCTV.
• Support users reporting IT issues face‑to‑face via phone, email or through the Helpdesk ticketing system to help set up systems, resolve issues or relocate computer devices.
• Installation, termination and tracing network cables and data points / AV cables where needed.
• Support in tracking IT inventory assets / barcoding / labeling and submitting related reports where needed.
• Participate in all check‑up procedures related to the validation of final handover of systems and solutions and submit technical evaluation / reports or recommendations to the direct manager where needed.
• Provide the needed technical support related to university events and ceremonies.
• Participate in the helpdesk service on a rota basis if required.
• Collaborate with external suppliers who supply IT and AV services to HWU.

Education qualifications and experience

• Educated to first degree level in IT, Computer Science or any relevant field or equivalent practical experience in the workplace.
• Demonstrable advanced experience in IT support services minimum 3 years including the mentioned duties ideally within an HE environment.
• Demonstrable experience in supporting AV services / classroom technologies.
• Experience of working in integrated/converged HE information service team.
• Knowledge and experience of tracking IT assets and inventory management.
• Ability to write up technical evaluations / reports / recommendations.
• Knowledge and experience of helpdesk management systems.
• Comfortable working with professionals in other specialist teams.
• Proven ability to solve technical or logistical problems.
• Excellent communication and interpersonal skills.
• Demonstrable resilience, collaborative and proactive.

Heriot-Watt University Values

Our values describe our deeply held beliefs and our community spirit. They characterise not only how we are as a higher education institution but also frame how we want to be.

Our values are:

• Belong
• Collaborate
• Inspire
• Celebrate

As a learning, living and working institution we use our values as the building blocks of how we go about doing our work and how we each conduct ourselves as members of Heriot‑Watt University. They represent what binds us together as a University community and help us to become the best at what we do.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot‑Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well‑being and inclusiveness at the heart of our global community.

Heriot‑Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

The appointment is conditional upon successful completion of all Labour and Immigration formalities and the start date will need to be delayed if the employment visa is not in place.