The IT Support Specialist plays a pivotal role in the seamless operation of our office environments, providing comprehensive technical assistance to staff members. The core responsibilities of this position include addressing and resolving a wide array of hardware and software issues, ensuring minimal downtime, and maintaining optimal operational efficiency. This individual will be tasked with the setup, configuration, and troubleshooting of desktops, laptops, peripheral devices, and software applications. The Support Specialist will also assist in the maintenance of network connectivity and security, support telecommunication systems, and help manage office-wide software updates.
Candidates for this position should possess a robust knowledge of Windows and macOS, a strong problem-solving aptitude, and excellent interpersonal skills to provide top-notch support and service. The ability to articulate technical instructions in an accessible manner and patience in resolving user issues are crucial for success in this role. The Specialist will also need to prioritize tasks effectively in a fast-paced office environment and may be required to provide training to staff on new hardware or software deployment. A commitment to continuous learning to stay current with the latest technological advancements will be highly valued, as will the capacity to work both independently and collaboratively with a global IT team.
The IT Support Specialist role is based in Dubai and will also be the primary support to other regional offices. In addition, the Specialist will also help support Uptime Institute's staff worldwide.
Responsibilities:
- Provide on-site support for Dubai office
- Troubleshoot and support the Microsoft 365 environment including Outlook, Teams and Teams phone system, OneDrive, and SharePoint for all users
- Diagnose and resolve Windows and macOS desktop issues including OS repair, application errors, performance problems, and full system restores when required
- Troubleshoot local and global network connectivity issues including LAN, Wi-Fi (Ruckus), switches, cabling, and patch panel tracing
- Manage and troubleshoot printers, scanners, and multifunction devices
- Verify and monitor backup of endpoints
- Configure laptops and desktops for new and replacement users at office locations and remote staff globally
- Maintain IT equipment inventory and track hardware lifecycle including warranty coordination
- Support visiting instructors, executives, and traveling staff with immediate technical needs
- Maintain and contribute to the IT knowledgebase with troubleshooting documentation and procedures
- Act as onsite point of contact for IT vendors, ISP technicians
- Provide training for new hires as needed
- Assist other Uptime Institute IT Support Specialists in providing global coverage
Qualifications:
- 3+ years of hands-on IT support experience in a corporate or professional services environment
- Experience supporting remote, distributed, or international teams
- In-depth knowledge of Windows and macOS
- Excellent understanding of Microsoft O365 suite, Teams, Entra ID, SharePoint, and OneDrive
- Experience troubleshooting hardware and software issues
- Experience configuring and maintaining laptops and accessories
- Experience with Jira ticketing system or equivalent
- Experience with networks (WiFi, routers, firewalls, etc.)
- Experience with Carbonite (OpenText) or similar endpoint backup and recovery platforms a plus
- Knowledge of IT asset tracking systems and inventory management
- Experience coordinating with ISPs and third-party vendors in the UAE/Middle East region
- Outstanding problem-solving and critical-thinking skills
- Excellent verbal and written communication skills
- Verbal and written fluency in English
- Able to work in a team as well as independently
- Ability to prioritize and work efficiently without direct supervision
- Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft 365 Certified a plus
- Experience with Salesforce a plus
