Information Technology Support Technician

Job Overview

The IT Technician is responsible for providing hands‑on technical support and maintenance for IT infrastructure, hardware, software, and end‑user systems. Acting as a primary point of contact for day‑to‑day technical support, this role ensures timely resolution of IT‑related issues to minimize disruption to business operations. The position also supports infrastructure maintenance, system deployments, network administration, and IT security initiatives under the guidance of the IT Manager.

• Provide first and second‑line technical support for hardware, software, network connectivity, and peripheral device issues.
• Log, prioritize, troubleshoot, and resolve IT support requests within agreed service levels.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, email systems, and collaboration platforms.
• Escalate complex technical issues when necessary, ensuring troubleshooting activities are accurately documented.

• Install, configure, maintain, and troubleshoot workstations, laptops, printers, monitors, and related peripherals.
• Deploy software applications, updates, and patches in accordance with IT policies and licensing requirements.
• Maintain accurate records of IT hardware, software assets, and license inventories.
• Prepare and configure equipment, user accounts, and system access for new employees.

• Assist in maintaining local area networks (LAN), wireless infrastructure, network switches, and connectivity services.
• Monitor network performance and troubleshoot connectivity issues to support uninterrupted operations.
• Support server room maintenance activities, including hardware inspections, cable management, and environmental monitoring.
• Assist with infrastructure upgrades, equipment installations, and technology projects as required.

• Apply operating system updates, security patches, and antivirus updates across end‑user devices.
• Monitor backup processes and report failures or irregularities for prompt resolution.
• Support the implementation and enforcement of IT security policies, access controls, and password management standards.
• Report and document cybersecurity incidents or suspicious activities in accordance with established procedures.

• Maintain accurate documentation of IT systems, configurations, asset inventories, and troubleshooting procedures.
• Develop and update user guides, knowledge base articles, and FAQ documents to improve user self‑service capabilities.
• Identify recurring technical issues and recommend long‑term solutions to improve service quality and operational efficiency.
• Support continuous improvement initiatives within the IT function.

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 2–3 years of experience in IT support, technical services, or systems administration.
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory environments.
• Hands‑on experience with hardware installation, network troubleshooting, printers, and peripheral devices.
• Familiarity with IT helpdesk ticketing systems and IT service management practices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and wireless networking.
• Professional certifications such as CompTIA A+, Network+, Microsoft, or equivalent are considered advantageous.
• Strong communication skills in English;
  Arabic language proficiency is preferred.