Information Technology Technical Support

SkillUp MENA, a leading provider of professional development courses, is seeking a skilled and motivated IT Technical Support Specialist to join our growing team. You will play a vital role in ensuring the smooth operation of our IT systems, providing exceptional support to our internal employees across SkillUp MENA and our sister company, Ticket Souq (event ticketing platform), and upholding strong security practices.

PRIMARY DUTIES AND RESPONSIBILITIES

Technical Support:

• Troubleshoot and resolve a wide range of technical issues related to hardware, software, network connectivity, peripherals, and security threats.
• Provide technical support to internal employees via phone, email, and remote desktop assistance.
• Install, configure, and maintain computer hardware and software systems according to security best practices.
• Monitor system performance and identify potential issues proactively, including security vulnerabilities.
• Document technical procedures and maintain accurate knowledge base articles.
• Assist with user onboarding and training on new technologies and software, emphasizing secure practices.

Security:

• Implement and maintain basic security measures for endpoints and user accounts.
• Stay informed of current security threats and best practices.
• Assist in user education and awareness programs regarding cybersecurity.

Onboarding and Offboarding:

• Work with the HR team to onboard new employees, ensuring they have the necessary IT equipment, software access, and security training.
• Perform offboarding procedures for departing employees, including account deactivation and equipment retrieval following security protocols.

Integration:

• Work with other departments to integrate new technologies and systems seamlessly.
• Support the development and implementation of automation solutions to streamline IT processes.

Remote Team Support:

• Possess experience and proficiency in supporting a geographically dispersed team through remote troubleshooting tools and communication methods.

EXPERIENCE REQUIREMENTS

• Minimum of 4+ years of experience in IT support or a related field.
• A+ or equivalent IT certification and a security-focused certification (Security+, CompTIA CySA+ preferred).
• Strong understanding of computer hardware and software troubleshooting principles, including security protocols.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proactive problem-solving skills, a detail-oriented approach, and a strong understanding of security best practices.
• Ability to work independently and as part of a team.
• Excellent time management and organizational skills.
• Experience supporting remote teams through troubleshooting tools and communication methods.

EDUCATION REQUIREMENTS

• Bachelor’s degree in Computer Science, or related field.