IT Operations Administrator

Job Summary

This position is for a seasoned IT Operations Administrator who can oversee daily technology support, end-user assistance, and infrastructure administration in a demanding enterprise setting. The role focuses on delivering dependable technical support, keeping IT asset and configuration records accurate, administering core Microsoft platforms, and maintaining secure, compliant, and stable systems. A practical hands-on background, ITIL-based working methods, and a strong service mindset are essential.

End-User and On-Site Support

• Deliver first- and second-level support for desktops, laptops, printers, scanners, IP telephony/VoIP, mobile phones, tablets, and audio-visual devices.
• Set up, configure, and roll out user hardware and approved licensed applications, including operating system imaging and bulk deployment.
• Troubleshoot and fix hardware, software, and network connectivity issues across Windows, macOS, iOS, and Android environments.
• Provide remote assistance through tools such as Microsoft Remote Desktop, TeamViewer, AnyDesk, and Microsoft Teams.
• Support conference rooms, digital signage, and AV/video conferencing systems, including preparation for senior users and business events.

System and Directory Administration

• Administer Active Directory tasks such as account creation and removal, organizational unit and group policy management, multi-factor authentication, conditional access, and password resets.
• Handle Microsoft 365 administration, Microsoft Intune/mobile device management, and endpoint administration through SCCM.
• Maintain file servers, print servers, OneDrive, and email services to ensure consistent access and data integrity.
• Deploy security patches, upgrades, and updates across workstations and endpoints.

IT Asset and Vendor Management

• Oversee the complete lifecycle of IT assets and keep hardware/software inventory records current and accurate.
• Maintain the Configuration Management Database and IT asset management platforms.
• Carry out routine audits, stock checks, and reconciliation activities to ensure records match physical holdings.
• Coordinate with suppliers and vendors for purchasing, licensing, and cost control, and support budgeting forecasts and reporting.

Security, Service Management and Documentation

• Support endpoint security tools such as antivirus, anti-malware, and anti-spam solutions.
• Record, monitor, and resolve incidents and service requests within agreed SLA timelines using IT service management tools.
• Work in line with ITIL practices for incident, request, and problem handling.
• Prepare technical documentation, user instructions, and service improvement plans, and contribute to ongoing service enhancement initiatives.

Required Qualifications and Experience

• At least 5 years of experience in IT operations, desktop support, end-user support, or systems administration, ideally in large enterprise or government settings.
• Strong practical experience with Windows operating systems, Microsoft 365, Active Directory, and endpoint management tools.
• Demonstrated background in IT asset control, CMDB upkeep, and vendor coordination.
• Working understanding of networking basics, including LAN/WAN, VPNs, switches, and connectivity troubleshooting.
• Experience operating within an ITIL-aligned service management model.

Technical Skills

The role expects familiarity with modern desktop and server operating systems, Microsoft administration tools, service management platforms, endpoint security products, and remote support utilities.

Certifications

• ITIL Foundation certification, with version 4 preferred.
• Microsoft certifications such as MCSE or MCSA in Windows Server or Office 365, or an equivalent credential.
• CCNA is preferred.
• CompTIA A+, Network+, or Security+ are preferred.
• CEH is considered an added advantage.

Educational Qualification

A bachelor's degree in Information Technology, Computer Science, Electronics & Communications Engineering, or a related field is required.

Key Competencies and Soft Skills

• Strong analytical thinking, troubleshooting ability, and problem-solving skills.
• Excellent communication and customer service skills, including support for senior or VIP users.
• Ability to handle multiple priorities and perform well under pressure and tight deadlines.
• Good documentation habits, organisation, and time management.
• Fluency in English is required; Arabic is an advantage.

Compensation

The role offers a salary of up to AED 1,380 per month.