Job Description

An IT Support Technician plays a crucial role in maintaining and troubleshooting the technological infrastructure of an organization. They ensure that employees have the necessary tools to perform their jobs efficiently by providing technical assistance, resolving hardware/software issues, and maintaining network systems. Below is a detailed job description for an IT Support Technician:

Job Title:

IT Support Technician

Reports To:

IT Manager / Senior IT Support Specialist

Location:

[ICAD 2 - Abu Dhabi]

Key Responsibilities:

Technical Support:

Provide first-line technical support to end-users via phone, email, or in-person. Troubleshoot and resolve hardware, software, and network-related issues. Diagnose and fix problems related to operating systems (Windows, macOS, Linux), applications, and peripherals such as printers and scanners.
Hardware Maintenance:

Install, configure, and maintain computer hardware, including desktops, laptops, servers, and other peripheral devices. Perform routine maintenance tasks like system updates, backups, and disk cleanups. Replace faulty components and repair equipment when necessary.
Software Installation & Configuration:

Install and configure software applications and operating systems. Ensure all software licenses are up-to-date and compliant with company policies. Assist with user account creation, permissions, and access management.
Network Support:

Assist in setting up and maintaining local area networks (LAN) and wide area networks (WAN). Monitor network performance and troubleshoot connectivity issues. Configure routers, switches, firewalls, and other networking equipment as needed.
Security & Compliance:

Implement security protocols to protect data and systems from unauthorized access. Ensure compliance with company IT policies and industry regulations (e.g., GDPR, HIPAA). Conduct regular audits to identify vulnerabilities and recommend improvements.
User Training & Documentation:

Train users on new systems, software, and technologies. Create and maintain technical documentation, including user manuals and troubleshooting guides. Keep track of recurring issues and document solutions for future reference.
Incident Management:

Log, track, and prioritize help desk tickets using IT service management tools (e.g., ServiceNow, Jira, Zendesk). Escalate complex issues to senior IT staff or external vendors when necessary. Follow up with users to ensure issues are resolved satisfactorily.
Backup & Disaster Recovery:

Perform regular data backups and test recovery procedures. Assist in developing and implementing disaster recovery plans. Collaborate with IT teams during system outages or emergencies.
Vendor Management:

Liaise with third-party vendors for hardware repairs, software licensing, and other IT services. Evaluate vendor proposals and assist in procurement decisions.
Continuous Improvement:

Stay updated with emerging technologies and industry trends. Suggest process improvements to enhance efficiency and reduce downtime. Participate in ongoing training and professional development opportunities.

Required Skills & Qualifications:

Education:

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience:

1-3 years of experience in IT support or a similar role. Experience with help desk ticketing systems and remote support tools.
Technical Skills:

Proficiency in Windows, macOS, and/or Linux operating systems. Knowledge of networking concepts (TCP/IP, DNS, DHCP, etc.). Familiarity with Active Directory, Microsoft Office Suite, and cloud-based platforms (e.g., Office 365, Google Workspace). Understanding of cybersecurity principles and best practices.
Soft Skills:

Excellent communication skills (both verbal and written). Strong problem-solving and analytical abilities. Ability to work independently and as part of a team. Customer-service oriented with a focus on delivering timely and effective solutions.
Certifications (Preferred but not mandatory):

CompTIA A+ CompTIA Network+ Microsoft Certified: Modern Desktop Administrator Associate ITIL Foundation Certification

Working Conditions:

Hours: Full-time position; may require occasional after-hours or weekend work for system upgrades or emergency support. Environment: Combination of office-based work and on-site visits to various
Job Type: Full-time

Pay: AED6,000.00 - AED7,800.00 per month

Ability to commute/relocate:

Abu Dhabi: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Bachelor's (Preferred)
Experience:

Help desk: 3 years (Preferred)
Language:

English (Preferred)
Expected Start Date: 01/04/2025