IT Support Officer

Overview

The IT Support Officer position is designed as an entry-level opportunity specifically for UAE Nationals to gain practical experience in fundamental IT support and technical operations. This role involves supporting the organization's day-to-day technology requirements by maintaining system efficiency, promptly resolving issues, and providing dependable user assistance. It also serves as a platform for developing essential technical and professional capabilities for future advancement within the IT department.

Primary Responsibilities

• Deliver first-tier support to users encountering hardware, software, and simple networking problems.
• Assist with the setup, configuration, and upkeep of computers, printers, and other IT devices.
• Record and monitor IT support requests using the helpdesk system, ensuring they are resolved or escalated quickly.
• Provide aid in user account management tasks, including new account setups and password resets under guidance.
• Participate in routine system maintenance activities such as checks, updates, backup procedures, and basic cybersecurity tasks.
• Keep comprehensive and accurate inventories of IT assets, licensing, and equipment.
• Collaborate with external vendors and service providers for technical assistance and maintenance needs when necessary.
• Support IT processes related to employee onboarding and offboarding, including configuring IT setup and system permissions.
• Ensure adherence to IT policies, procedural guidelines, and information security standards throughout operations.
• Provide operational and administrative assistance to the IT team as directed by the direct supervisor.

Qualifications and Experience

• Minimum education: High School Diploma, although a Diploma or Bachelor’s in IT, Computer Science, or a related discipline is preferred.
• Experience ranging from zero to two years in IT support, helpdesk functions, or technical administrative roles; fresh graduates are encouraged to apply.
• Applicants must be UAE Nationals exclusively.

Skills and Competencies

• Fundamental knowledge of computer hardware, software, and operating systems.
• Strong analytical and problem-solving capabilities.
• High level of attention to detail and precision.
• Proficient with Microsoft Office suite and common IT tools.
• Effective communication and customer service skills.
• Skill in prioritizing workload and meeting deadlines.
• Demonstrated integrity and awareness of confidentiality requirements.
• Ability to collaborate productively within team settings.

Key Performance Indicators (KPIs)

• Efficiency in resolving IT support tickets and user inquiries promptly.
• Accuracy and thoroughness of IT asset documentation and system records.
• User satisfaction levels regarding IT support services provided.
• Compliance with established IT policies and security standards.
• Completion rates of assigned IT training programs and certifications.