IT Support
Role Overview
Provide L1/L2 user support and help administer and maintain IT infrastructure.
The role covers hardware, software, servers, networks, firewalls, wireless access points, endpoints, and responsible use of AI tools.
Key Skills for This Role
Full Job Posting
Position overview
Provide L1/L2 user support and help administer and maintain IT infrastructure.
The role covers hardware, software, servers, networks, firewalls, wireless access points, endpoints, and responsible use of AI tools.
Key responsibilities
- Support users through phone, email, ticketing, and in-person channels; diagnose and resolve device, software, application, operating-system, and connectivity issues.
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, servers, network devices, and wireless access points.
- Manage user accounts, permissions, Microsoft 365, identity services, email, and access; perform health checks, backups, updates, patching, and maintenance.
- Troubleshoot LAN/WAN, Wi-Fi, DNS, DHCP, VPN, and connectivity; support cybersecurity controls, endpoint protection, firewall rules, and access policies.
- Maintain asset records, network diagrams, documentation, and procedures; escalate complex incidents and assist with infrastructure projects, upgrades, migrations, and deployments.
- Use AI tools for troubleshooting, automation, documentation, log analysis, and scripting while protecting company data; identify recurring issues and recommend improvements.
Required qualifications and skills
- 2–4 years in IT support, systems administration, or network support, including L1/L2 business support experience.
- Good knowledge of Windows, Microsoft 365, Active Directory or Entra ID, and common business applications.
- Practical experience with servers, switches, routers, firewalls, VPNs, and wireless access points; understanding of TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and basic network security.
- Familiarity with backups, endpoint protection, patch management, and monitoring tools; comfortable using PowerShell, command-line tools, or basic scripting.
- Experience using AI tools such as ChatGPT or Microsoft Copilot for productivity and technical support.
- Good documentation, communication, customer-service, troubleshooting, and problem-solving skills; able to prioritize tickets and work under pressure.
Preferred qualifications
- CompTIA A+, Network+, or Security+; Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, or equivalent certifications.
- Experience with VMware or Hyper-V, cloud services, Azure, Intune, IT service management, or ticketing systems.
Personal attributes and success measures
The employer values reliability, organization, initiative, patience, professionalism, curiosity, security awareness, trustworthiness, independence, and teamwork.
Success is measured by responsive ticket resolution, reliable infrastructure, accurate documentation, fewer recurring incidents, strong security, and responsible automation and AI use.
Pay
- Pay is AED 4,000 per month.
Work location
- Work location is in person.
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