IT Support Technician

About Help AG

Help AG, a part of the e& enterprise family since 2020, has been a prominent cybersecurity and digital transformation firm in the Middle East since 2004. The company prides itself on being an independent, vendor-agnostic cybersecurity advisor offering industry-leading technologies and expert consulting to enhance client security and operational resilience.

Role Overview

The IT Support Technician is crucial in maintaining Help AG's IT infrastructure and ensuring uninterrupted business operations for all employees. This role primarily focuses on managing IT endpoints, assisting users with their device issues, and gradually expanding responsibilities to support core IT infrastructure health, including routine checks, validations, and remediations.

Key Responsibilities

• Assist end users by troubleshooting and resolving IT tickets and problems.
• Set up new hardware assets, including tagging, allocation, and tracking.
• Manage user accounts including creation, access control assignments, and onboarding/offboarding processes.
• Monitor software and hardware inventory and initiate procurement as necessary.
• Ensure endpoint security through timely software updates and patch management.
• Compile monthly reports detailing endpoint health status.
• Confirm that security features and appropriate licensing are active for users.
• React promptly to on-site incidents and events within company offices.
• Maintain backups of infrastructure configurations and ensure their integrity.
• Respond to Security Operations Center (SOC) alerts, taking corrective actions when needed.
• Conduct monthly reviews of infrastructure health and access controls including Active Directory assessments.
• Regularly update and manage the asset register for company IT equipment.

Qualifications & Skills

• Bachelor’s degree in Information Security, IT or equivalent practical experience.
• Minimum one year in IT support, effectively addressing user technical queries and issues.
• Familiarity with Microsoft Active Directory, domains, Office365, Exchange Online, and Azure AD.
• Competency in maintaining and troubleshooting endpoint operating systems and hardware/software complications.
• Good grasp of networking fundamentals such as TCP/IP, DNS, and DHCP.
• Understanding of information security principles and related technology solutions.
• Relevant Microsoft or infrastructure technology certifications are preferred.
• Strong documentation skills including diagramming and structured record-keeping.
• Excellent organizational skills aligned with enterprise IT support and ITIL frameworks.
• Effective problem analysis and decision-making capabilities, with risk-based planning and execution skills.
• Professional communication skills in English; Arabic proficiency is advantageous.
• Ability to interpret complex instructions and collaborate efficiently within a team environment.
• Highly organized, detail-oriented, quick learner, and adaptable to changing conditions.
• Professional demeanor in sensitive situations, maintaining confidentiality and integrity.
• Ability to remain composed and effective under pressure or in challenging scenarios.

Benefits

• Comprehensive health insurance coverage from a leading global provider.
• Opportunities for career advancement supported by challenging projects.
• Regular employee engagement and wellness activities.
• Substantial learning and development prospects.
• A diverse and inclusive workplace culture.
• Flexible work arrangements including hybrid options.
• An open-door policy promoting transparent communication.