IT Support Officer

About the Role

We are seeking a driven and customer-oriented IT Support Officer to join our IT support team based in the United Arab Emirates. In this position, you will deliver first and second-level technical support, troubleshoot a variety of hardware and software challenges, oversee user account management, and contribute to maintaining seamless daily IT operations. This role provides an excellent opportunity to gain practical experience across IT systems, networks, and technical service functions.

Key Responsibilities

• Offer first- and second-line IT technical assistance to users through telephone, email, ticketing platforms, or direct interaction.
• Identify and address problems relating to hardware, software, network connectivity, and other technical issues.
• Perform installation, configuration, maintenance, and troubleshooting of computing devices, printers, mobile technology, and related IT equipment.
• Manage support tickets and service requests efficiently, ensuring timely resolution.
• Assist in managing user accounts including creation, password resets, permissions, and access controls.
• Provide support for Microsoft Windows, Microsoft 365 suite, email systems, collaboration applications, and general business software.
• Help resolve network-related issues including Wi-Fi connectivity, VPN access, and basic infrastructure support.
• Conduct software installs, system updates, patching, and routine IT maintenance tasks.
• Escalate complex technical challenges to senior IT personnel or external vendors as needed.
• Keep detailed records of IT assets and equipment inventory.
• Support employee onboarding and offboarding activities from an IT perspective.
• Document technical problems, solutions, operational procedures, and maintain knowledge base articles.
• Assist in backup, security protocols, antivirus management, and endpoint protection activities.
• Monitor recurring technical problems and suggest enhancements to IT services.
• Deliver professional, timely IT support while ensuring positive user experiences.

Candidate Profile

• Strong analytical and problem-solving capabilities.
• Solid comprehension of Windows OS, basic hardware and software knowledge, and fundamental networking concepts.
• Experience with Microsoft 365 and common business applications.
• Excellent communication skills paired with a strong customer service orientation.
• Meticulous attention to detail and capability to document technical processes clearly.
• Effective multitasking skills to prioritize multiple support queries.
• Ability to work autonomously and collaboratively within teams.
• Patient, professional demeanor focused on delivering quality support to users.
• A strong desire to learn emerging technologies and expand IT expertise.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Networking or a related discipline is preferred.
• Prior experience in IT support roles such as help desk, desktop support, or technical services is advantageous.
• Familiarity with ticket management systems, remote support tools, Active Directory, Microsoft 365, and endpoint management platforms is beneficial.
• Certifications like CompTIA A+, Network+, Microsoft certifications, or ITIL add value.

Employment Benefits

• Flexible work arrangements including remote options.
• Opportunity to acquire hands-on experience with IT support and operational technical activities.
• Supportive, team-oriented IT work environment.
• Prospects for training, mentoring, and career advancement.
• Exposure to a broad range of IT disciplines including hardware, software, networking, Microsoft 365, cybersecurity, and infrastructure management.
• Potential pathways to advance into senior support, systems administration, or IT operations positions.