Information Technology Support Technician

Job Overview

*IT Helpdesk & User Support*

• Provide first and second-line technical support for hardware, software, network
• connectivity, and peripheral device issues.
• Log, prioritize, troubleshoot, and resolve IT support requests within agreed service
• levels.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices,
• email systems, and collaboration platforms.
• Escalate complex technical issues when necessary, ensuring troubleshooting activities
• are accurately documented.

*Hardware & Software Management*

• Install, configure, maintain, and troubleshoot workstations, laptops, printers, monitors,
• and related peripherals.
• Deploy software applications, updates, and patches in accordance with IT policies and
• licensing requirements.
• Maintain accurate records of IT hardware, software assets, and license inventories.
• Prepare and configure equipment, user accounts, and system access for new
• employees.

*Network & Infrastructure Support*

• Assist in maintaining local area networks (LAN), wireless infrastructure, network
• switches, and connectivity services.
• Monitor network performance and troubleshoot connectivity issues to support
• uninterrupted operations.
• Support server room maintenance activities, including hardware inspections, cable
• management, and environmental monitoring.
• Assist with infrastructure upgrades, equipment installations, and technology projects as
• required.

*Security & Backup Administration*

• Apply operating system updates, security patches, and antivirus updates across end-
• user devices.
• Monitor backup processes and report failures or irregularities for prompt resolution.
• Support the implementation and enforcement of IT security policies, access controls,
• and password management standards.
• Report and document cybersecurity incidents or suspicious activities in accordance with
• established procedures.

*Documentation & Continuous Improvement*

• Maintain accurate documentation of IT systems, configurations, asset inventories, and
• troubleshooting procedures.
• Develop and update user guides, knowledge base articles, and FAQ documents to
• improve user self-service capabilities.
• Identify recurring technical issues and recommend long-term solutions to improve
• service quality and operational efficiency.
• Support continuous improvement initiatives within the IT function.

Qualifications & Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a
• related field.
• Minimum 2–3 years of experience in IT support, technical services, or systems
• administration.
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory
• environments.
• Hands-on experience with hardware installation, network troubleshooting, printers, and
• peripheral devices.
• Familiarity with IT helpdesk ticketing systems and IT service management practices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and
• wireless networking.
• Professional certifications such as CompTIA A+, Network+, Microsoft, or equivalent are
• considered advantageous.
• Strong communication skills in English; Arabic language proficiency is preferred.