IT Helpdesk Specialist

The IT Helpdesk Specialist will be responsible for providing first line technical support to all employees whether in Dubai or remote in our other entities. This includes resolving issues with hardware, software, systems and devices, and other IT-related systems. The IT Helpdesk Specialist will work closely with the IT Manager to ensure that all IT systems are functioning effectively and efficiently, and that all employees have the necessary tools to perform their job functions.

Key Duties Include:

• Receive user requests for technical support through various channels such as through the helpdesk ticketing system (Atera), in-person and by phone.
• Prioritize tickets based on urgency and impact to the business.
• Analyse and troubleshoot the issues, document the details of the problem in the helpdesk system, and develop a solution to resolve it.
• Follow up with users to ensure that the issue has been resolved satisfactorily and that they are satisfied with the service provided.
• Document and escalate issues as needed to the IT Manager.
• Liaising with group level IT teams for account management issues
• Assist users with issues related to these applications, such as user account management, software updates, and troubleshooting problems with software functions.
• Troubleshoot hardware issues with desktop computers, laptops, tablets, and mobile devices.
• Resolve software issues with applications, operating systems, and other software programs.
• Install, configure, and maintain hardware and software as needed.
• Analyse network connectivity issues and troubleshoot problems with switches, routers, and wireless access points
• Perform regular maintenance tasks on IT systems, including updating firmware, replacing hardware, and installing software updates.

Requirements:

• Associate degree or higher in Computer Science, Information Technology, or a related field
• 3+ years of experience in a technical support role
• Good knowledge of IT infrastructure technologies and best practices, including servers, networks, storage, virtualization, data centres, cloud platforms, and telecommunications.
• Good understanding of network protocols, security principles, firewalls, VPNs, and network architecture, with experience in designing and managing secure infrastructure environments.
• Proficient in Windows and MacOS operating systems
• Experience with Office 365, Helpdesk Ticketing Systems, ERP Systems
• Knowledge of network infrastructure, including switches, routers, and wireless access points, (Ubiquiti experience is a plus)
• Ability to diagnose and resolve hardware and software issues
• Excellent communication and interpersonal skills. Communicates in a positive and inclusive manner always demonstrating respect towards others regardless of job level.
• Fluent in English, written & spoken.
• Driving license and personal vehicle are required.
• The role may require the person to lift and carry office / IT equipment.
• The role may also require sitting, standing, or walking for extended periods of time.