Technology Support Specialist - Dubai Campus

Heriot-Watt University; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Heriot-Watt University is seeking a Technology Support Specialist to provide high-quality IT support across multiple campuses. Key responsibilities include managing computer systems, AV services, and user support for both students and staff. The ideal candidate will have a strong technical background and excellent customer service skills.

Qualifications

• Minimum 3 years of experience in IT support services.
• Experience supporting AV services and classroom technologies.
• Knowledge of IT asset and inventory management.

Responsibilities

• Install, configure, troubleshoot, and repair computers and network systems.
• Support AV and classroom technologies such as Smartboards and video conferencing tools.
• Provide face-to-face and remote support for IT issues.

Skills

Customer Support

Communication

Problem Solving

Education

Degree in IT, Computer Science, or a relevant field

Tools

Helpdesk Management Systems

Job description

Description

Job Posting Title: 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 includes academic library provision, technical services, IT and AV support, and systems for learning, research, and 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 to the IT Technical Service Manager (Dubai) and will work as part of an integrated team of IT support specialists. The role involves overseeing, maintaining, and supporting the university's computer hardware, software systems, AV services, network, and communication systems, resolving technical issues for students and staff.

The successful candidate should be passionate about delivering high-quality customer support, possess excellent communication skills, and have hands-on experience supporting various computer systems, hardware, AV services, and other IT managed services. Flexibility, proactivity, and adaptability in a collaborative environment are essential.

Key duties and responsibilities

• Install, configure, troubleshoot, and repair computers, operating systems, and applications, ensuring connectivity to the university network (LAN/Wi-Fi).
• Configure VPN and remote desktop services as needed.
• Administer, configure, and troubleshoot the university's print management system, including supporting users and managing supplies and service contacts.
• Configure and troubleshoot telephony systems, install/relocate devices, and support network configurations.
• Install wireless access points and troubleshoot connectivity issues.
• Install, configure, and troubleshoot AV and classroom technologies such as Smartboards, IP TVs, video conferencing tools (e.g., Microsoft Teams), and lecture recording systems.
• Install specialist software for teaching on individual PCs or labs.
• Support students in PC labs.
• Install, configure, monitor, and troubleshoot digital signage, PA systems, access control, gate barriers, and CCTV systems.
• Provide face-to-face, phone, email, or ticketing system support for IT issues, including setup, problem resolution, and device relocation.
• Install, terminate, and trace network and AV cables as needed.
• Assist in tracking IT assets, managing inventory, and generating related reports.
• Participate in system validation procedures and submit technical evaluations or recommendations.
• Provide technical support for university events and ceremonies.
• Participate in helpdesk support on a rota basis if required.
• Collaborate with external suppliers providing IT and AV services.

Education, Qualifications, and Experience

• Degree in IT, Computer Science, or a relevant field, or equivalent practical experience.
• Minimum 3 years of experience in IT support services, ideally within higher education.
• Experience supporting AV services and classroom technologies.
• Experience working in an integrated/converged HE information service team.
• Knowledge of IT asset and inventory management.
• Ability to produce technical evaluations, reports, and recommendations.
• Experience with helpdesk management systems.
• Ability to work collaboratively with professionals across various specialties.
• Proven problem-solving skills in technical and logistical issues.
• Excellent communication and interpersonal skills.
• Resilient, collaborative, and proactive attitude.

Heriot-Watt University Values

We are committed to innovation, leadership, and continuous improvement. Our values include:

• Belong
• Collaborate
• Inspire
• Celebrate

We aim to create an inclusive environment that nurtures potential and supports our community's success.

Application Process

Please submit your application via the Heriot-Watt online recruitment system, including a cover letter and an updated CV. Shortlisted candidates may be invited for a video interview, followed by in-person interviews at our Dubai campus.

Heriot-Watt University is an equal opportunity employer committed to diversity and inclusion. The appointment is contingent upon successful immigration and labor formalities.

Required Experience

Unclear Seniority