IT Support Specialist

Role summary

The IT Support Specialist will handle first-line and second-line technical assistance to keep the organization’s systems, devices, and network running reliably and securely. The position focuses on resolving hardware, software, and connectivity issues quickly, supporting users across the business, and helping maintain stable day-to-day IT operations.

Key responsibilities

• Provide initial and second-tier support for hardware, software, and network-related problems, using channels such as email, phone, and ticketing tools; escalate more complex cases when required.
• Oversee core network equipment, including routers, switches, firewalls, and wireless access points, and work to reduce outages and performance issues.
• Set up, maintain, troubleshoot, and repair computers, printers, servers, and related IT hardware as needed.
• Deploy, update, and configure software applications, while addressing compatibility concerns and ensuring correct licensing.
• Support connectivity and IP configuration tasks, along with general maintenance of network hardware.
• Manage Active Directory items such as user accounts, groups, and organizational units.
• Help maintain IT infrastructure such as servers, storage systems, and virtualization environments, including replacement of failed hardware parts.
• Liaise with the internet service provider whenever connectivity problems occur.
• Handle incidents promptly and work to ensure service levels are met without SLA breaches.
• Administer software installations and updates on both Windows and Linux environments.
• Support Windows and Linux system administration, including permissions, file systems, security settings, patching, and routine updates.
• Create and maintain documentation, troubleshooting notes, and internal knowledge-base articles for recurring issues and solutions.
• Keep current with new technologies, industry developments, and relevant certifications, and continue building skills through training.

Requirements

• At least 3 years of experience in IT support, particularly in networking, Windows systems, and Linux administration.
• Solid understanding of TCP/IP, DHCP, DNS, VPNs, routers, switches, firewalls, and network monitoring/troubleshooting tools.
• Experience with Windows Server environments, including Active Directory, Group Policy, PowerShell, and server maintenance/security tasks at an MCSA-level scope.
• Practical exposure to Linux distributions such as Ubuntu, CentOS, or Red Hat, including user administration, updates, shell scripting, and basic configuration.
• Working knowledge of virtualization platforms such as VMware or Hyper-V, including virtual machines, snapshots, and resource allocation.
• Strong verbal and written communication skills, with the ability to explain technical matters to non-technical users clearly.
• Customer-focused attitude with a professional and positive approach to user support.
• Ability to collaborate effectively with IT colleagues and cross-functional teams and contribute knowledge freely.
• Comfortable documenting processes, fixes, and user instructions in an organized way; experience with helpdesk or ticketing systems is advantageous.
• Willingness to work rotating shifts, including nights, weekends, and public holidays.

About the employer

The position supports a global software development and services business serving the iGaming sector. The company operates internationally and brings together a large cross-functional team delivering digital solutions across multiple regions and industries.

Additional information

This is a full-time, on-site role based in Ras Al Khaimah, United Arab Emirates. The posting does not specify a salary, stipend, or number of openings. Applicants should also note that shift work is part of the role, including nights, weekends, and legal holidays.

Important notice

Applicants should independently verify the legitimacy of any prospective employer and avoid sharing personal or banking information unless they are fully certain of the request’s authenticity.