Role Description 
The IT Support Specialist is responsible for delivering first-line technical support and ensuring the stability, integrity, and security of the company’s IT infrastructure. This role serves as the primary point of contact for employees requiring technical assistance, managing everything from hardware and software troubleshooting to user access control. The specialist will work closely with internal teams and external vendors to maintain seamless IT operations across the Amman and Dubai offices, ensuring systems are reliable, secure, and aligned with business objectives.

Key Responsibilities 
Respond promptly to all IT support requests submitted via email, ticketing system, phone, or walk-ins, ensuring timely resolution and minimal disruption to business operations. 
Provide first-line technical support for hardware, software, networking, email, and system-related issues. 
Install, configure, and maintain end-user equipment including desktops, laptops, printers, mobile devices, and peripherals. 
Troubleshoot and resolve issues related to email systems, internet connectivity, VPN access, shared drives, and cloud applications. 
Manage user accounts, access rights, passwords, and permissions across all company systems in accordance with IT security policies and access control protocols. 
Support the onboarding and offboarding processes by preparing IT equipment, configuring system access, and ensuring timely deactivation of accounts for departing employees. 
Monitor and follow up on open IT tickets daily to ensure issues are properly tracked, resolved, and documented. 
Perform routine system checks to verify that servers, networks, and critical applications are functioning optimally. 
Assist with system updates, software upgrades, backups, and basic cybersecurity measures to safeguard company data. 
Coordinate with external IT vendors and service providers for escalated issues, hardware repairs, maintenance, and service contract management. 
Maintain the IT asset register, ensuring all hardware and software assets are accurately recorded, tracked, and updated. 
Maintain accurate and up-to-date documentation of IT procedures, system configurations, troubleshooting steps, and support activities. 
Assist with IT audits and ensure compliance with company IT policies, data protection regulations, and cybersecurity best practices. 
Promote adherence to IT policies among employees, including guidelines on data security, acceptable use, and information protection. 
Coordinate IT support activities between the Amman and Dubai offices to ensure system consistency, continuity, and alignment with regional IT strategies. 
Perform any additional IT-related tasks or special assignments as directed by the IT Manager or Management. 

Qualifications & Requirements 
Bachelor’s degree in Information Technology, Computer Science, or a related field. 
Minimum 2–5 years of experience in an IT Helpdesk, IT Support, or similar technical support role. 
Strong knowledge of Windows operating systems (Windows 10/11, Windows Server). 
Proficiency in Microsoft Office 365 administration, including Exchange Online, Teams, and SharePoint. 
Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPNs). 
Experience with IT ticketing systems and asset management tools. 
Familiarity with cybersecurity best practices, endpoint protection, and data privacy principles. 
Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently. 
Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users. 
High attention to detail and the ability to prioritize and manage multiple support requests simultaneously. 
Ability to work under pressure and meet response and resolution time targets. 
Customer-service oriented mindset with a proactive approach to identifying and preventing potential issues.