IT Service Desk Support

6 months ago


Dubai, United Arab Emirates Finclutech FZO Full time

We are looking for a skilled IT Service Desk Support professional with a strong inclination towards network and security aspects. As an integral part of our team, you will be responsible for providing exceptional support and assistance to our clients, ensuring the smooth operation of their IT systems. This role requires experience in both NOC & SOC environments, **along with proficiency in monitoring tools such as PRTG, Prometheus, Grafana, ELK, or similar platforms.**

**Responsibilities:

- **
- Provide first-line technical support to end-users regarding network connectivity, security protocols, and related issues.
- **Actively monitor and investigate security alerts to detect malicious activity at our clients during your shift in our 24x7x365.**:

- Follow documented procedures to properly triage and respond to identified activities, such as escalation or remediation actions.
- Communicate and collaborate with clients through the lifecycle of all escalated security investigations.
- Monitor, manage and maintain all network devices, performance, and quality across networks.
- Perform regular training to stay sharp on the latest technologies, methodologies, etc.
- Stay up to date on the latest vulnerabilities, threats, and attacks around the world.
- Document incidents from initial detection through final resolution or escalation
- Operate within direction to investigate and escalate incidents or alerts in accordance with protocols and contractual service level agreements (SLAs)
- **Work a day and night shift rotational schedule.**:

- Monitor security events received through alerts from SIEM or other network and security monitoring tools.
- Maintain assigned ticket queue.

**Qualifications:

- **
- 3-6 years of experience in an IT performance analysis and end-user support role
- Bachelor’s degree in information technology or related field or equivalent Security monitoring experience with one or more SIEM technologies
- Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, routing, and switching.
- Familiarity with network security principles and technologies, such as firewalls, VPNs, IDS/IPS, and encryption.
- **Experience with monitoring tools such as PRTG, Prometheus, Grafana, ELK, etc.**:

- Knowledge of common security frameworks and standards (e.g., NIST, ISO 27001, CIS Controls).
- **Experience working in NOC/SOC environment.**:

- Strong knowledge of IT including multiple operating systems and system administration skills (Windows, Apple, Linux)
- Proficiency in customer relationship management (CRM) and task management software
- Excellent communication skills, with the ability to convey technical information to non-technical users effectively.
- Certifications such as CompTIA Network+, Security+, Cisco CCNA, or equivalent are a plus.

**What we offer:

- **
- A competitive salary and package.
- Working in a disruptive and fast-growing industry where the possibilities are endless
- A diverse team and inclusive culture.
- Outstanding teammates who want to celebrate your success
- The opportunity to join the next big global fintech.

**Job Types**: Full-time, Permanent

Pay: AED5,000.00 - AED8,000.00 per month


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