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IT Support Specialist

2 months ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
Job Description

About the Role

Talent Pal is seeking a highly skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing advanced technical support and assistance to end-users while maintaining the overall IT infrastructure.

Key Responsibilities

  • Technical Support
    • Provide high-level technical support to end-users, including troubleshooting hardware, software, network, and application issues.
    • Diagnose and resolve complex technical problems efficiently and effectively.
    • Assist in resolving escalated support tickets from junior support staff.
  • IT Infrastructure Management
    • Maintain and monitor the organization's IT infrastructure, including servers, network devices, and security systems.
    • Work as a system administrator to ensure the proper functioning and availability of servers and services.
    • Participate in the planning, implementation, and maintenance of IT infrastructure upgrades and improvements.
  • Incident and Problem Management
    • Manage and respond to critical incidents promptly, minimizing downtime and ensuring business continuity.
    • Investigate and analyze recurring technical issues, identifying root causes and implementing preventive measures.
  • End-User Training and Documentation
    • Develop and deliver training sessions for end-users to enhance their technical skills and knowledge.
    • Create and maintain comprehensive documentation, including user guides, standard operating procedures, and knowledge base articles.
  • Security and Compliance
    • Implement and enforce IT security policies, ensuring that systems and data are protected from unauthorized access and threats.
    • Stay updated on industry best practices and compliance regulations, making necessary adjustments to maintain a secure IT environment.
  • Hardware and Software Management
    • Manage hardware and software inventory, ensuring accurate records and timely replacements or upgrades as needed.
    • Coordinate with vendors for procurement, maintenance, and repair of IT equipment and software licenses.
  • Collaboration and Communication
    • Collaborate with cross-functional teams to address technical challenges and contribute to IT-related projects.
    • Communicate effectively with non-technical stakeholders to explain complex technical concepts in simple terms.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
  • 3 to 5 years of experience in IT support roles with a proven track record of handling complex technical issues.
  • Strong knowledge of operating systems (Windows, macOS), hardware components, and networking principles.
  • Proficiency in troubleshooting software applications, email systems, and hardware peripherals.
  • Familiarity with ITIL framework and best practices in incident, problem, and change management.
  • Experience with remote support tools and techniques.
  • Excellent communication and interpersonal skills.
  • Industry certifications such as CompTIA A, Microsoft Certified: Azure Fundamentals, Cisco CCNA, etc. are a plus.
  • Ability to work independently and collaborate effectively within a team.