IT Helpdesk Support - UAE National

About the Role

We invite an enthusiastic and customer-oriented IT Helpdesk Support professional, specifically UAE Nationals, to join our organization. This position involves delivering frontline technical assistance to employees by addressing hardware, software, network, and system issues effectively. The role offers an excellent platform for Emirati candidates to develop their career in the IT sector within a fast-paced and technologically advanced setting.

Key Responsibilities

• Provide immediate IT support for hardware, software, networking, and application problems.
• Respond promptly and professionally to helpdesk tickets, phone inquiries, emails, and walk-in requests.
• Identify and resolve issues involving desktops, laptops, printers, mobile devices, and other peripherals.
• Escalate unresolved or complex technical problems to specialized teams.
• Maintain accurate tracking, updating, and closure of support tickets while ensuring user satisfaction.
• Set up, configure, and deploy IT equipment including computers, monitors, and printers.
• Manage user accounts and permissions, including creating, modifying, and disabling as needed.
• Provide support for Microsoft 365 products such as Outlook, Teams, Word, Excel, and SharePoint.
• Assist with password resets, account access difficulties, and software installations.
• Offer fundamental user training and advice on IT tools and best operational practices.
• Troubleshoot network-related issues including Wi-Fi, VPN, and LAN connectivity problems.
• Support routine system maintenance and infrastructure monitoring tasks.
• Liaise with vendors and service providers regarding equipment repairs and support.
• Ensure all IT assets are labeled, tracked, and documented correctly.
• Maintain detailed records of IT hardware, software licenses, and service activities.
• Adhere to IT policies, procedures, and security protocols.
• Support system updates, backups, preventive maintenance, and IT projects including upgrades and new technology rollouts.
• Implement cybersecurity and information security compliance measures.

Qualifications and Experience

• Must be a UAE National (Emirati) with a Family Book.
• Possess a Diploma or Bachelor's Degree in IT, Computer Science, Information Systems, or related disciplines.
• Certifications like CompTIA A+, Microsoft Fundamentals, ITIL, or similar are advantageous.
• 0 to 2 years of experience in IT support roles; fresh graduates are highly encouraged to apply.
• Previous internship or hands-on experience in IT support is preferred.

Technical Proficiencies

• Familiarity with Microsoft Windows Operating Systems.
• Experience with Microsoft 365 administration.
• Knowledge of Active Directory and user account management.
• Basic understanding of networking concepts including LAN, WAN, Wi-Fi, and VPN.
• Strong troubleshooting skills for hardware and software.
• Experience using IT helpdesk ticketing systems.
• Support capabilities for printers and various peripheral devices.
• Basic awareness of cybersecurity principles and practices.