Technical Support Specialist

Role overview

This position supports the organization’s day-to-day efficiency by delivering timely and effective assistance for software, application, system, and hardware issues. The role also covers preventive device maintenance, tracking technology assets, managing supplies, installing and updating software, and working closely with internal units to sustain high service standards. By reviewing support requests, designing practical fixes, and coordinating with vendors, the role helps improve user satisfaction and maintain reliable technology services across the organization.

General duties

• Prepare the department’s annual strategic and operational plans, including KPIs, projects, initiatives, activities, and risk registers.
• Contribute to drafting, reviewing, and updating policies and regulations relevant to the organizational unit, in coordination with the concerned departments.
• Develop the department’s financial budget and procurement plans, and monitor spending with the relevant teams to meet unit needs and support the authority’s objectives and strategy.
• Track the execution of strategic and operational projects in line with approved work plans, working with the relevant organizational units.
• Follow up on service contract delivery related to the department’s duties, responsibilities, and scope of work.
• Carry out any other tasks assigned by leadership within the department’s area of responsibility.

Operational responsibilities

• Provide technical assistance to internal or external users facing technical malfunctions.
• Handle reported issues related to systems, networks, email, and hardware.
• Escalate complex technical issues to specialized technical teams.
• Support software, application, and system-related technical challenges.
• Resolve technical problems faced by users of systems, software, and applications.
• Perform scheduled preventive maintenance on technical equipment and devices, as well as maintenance when required.
• Regularly monitor technology assets and replace them when needed or when they reach end of life, in line with the authority’s policies.
• Ensure all authority offices and facilities are supplied with the necessary operational materials, within predefined standards and the approved budget.
• Install and update software and applications on devices and equipment to keep them functioning effectively.
• Review support requests and reports received through the technical support platform, identify recurring issues, document them, and implement fixes to prevent repeat incidents.
• Provide technical support around the clock.

Requirements

• A bachelor’s degree in a relevant field is preferred.
• A master’s degree in a relevant field is also preferred.
• A professional certification from the Computing Technology Industry Association is preferred.
• Arabic proficiency is required.
• Strong command of both Arabic and English is preferred.

Technical competencies

• IT asset management, including hardware administration, audiovisual support, and inventory control.
• IT service delivery, including hardware maintenance, software support, and application deployment and updates.
• IT governance and compliance, including frameworks, policies, procedures, and standards such as ISO 20000.
• IT service management, including help desk operations, user support, remote support, and system administration.
• User education through training programs and knowledge base management.

Core and behavioral competencies

• Reliability, punctuality, responsiveness, and consistent commitment to responsibilities.
• Positive, solution-oriented mindset and resilience under pressure.
• Respectful, professional conduct in all interactions.
• Integrity, honesty, and transparency in decisions and actions.
• Teamwork, collaboration, and openness to diverse perspectives.
• Adaptability and flexibility when priorities or conditions change.
• Analytical thinking and evidence-based problem solving.
• Initiative and proactive action to address challenges and improve outcomes.
• Clear communication and active listening.
• Team building and support for high-performance collaboration.
• Strategic thinking and efficient resource allocation.
• Decision-making with sound judgment and awareness of risks.

Disclaimer

The information above is intended to describe the general nature and level of work performed in this role. It is not meant to be a complete list of all duties, responsibilities, and requirements. Additional tasks may be assigned as needed at the discretion of the Abu Dhabi Accountability Authority.