Help AG is seeking a talented and experienced IT Support Technician to help maintain our infrastructure and ensure the continuity of business operations for our employees. This role is essential in ensuring the smooth running of Help AG’s IT endpoints and providing support to employees with their devices. There is a growth element involved in supporting and maintaining core IT infrastructures, including operational checks, validations, and remediation of any identified issues.
Responsibilities:
- Support Help AG end-users and solve tickets/reported issues.
- Prepare new equipment, including asset tagging, assignment, and tracking.
- Create new users, assign ACLs, and manage user onboarding/offboarding.
- Monitor hardware and software stock levels and place order requests.
- Maintain endpoint security, perform software updates, and patching.
- Generate monthly endpoint health check reports.
- Verify security features and licensing for Help AG employees.
- Respond to on-site incidents and activities at Help AG’s offices.
- Monitor and maintain configuration backups of infrastructure components.
- Address SOC alerts and reported incidents with necessary remedial action.
- Conduct monthly infrastructure health check reports.
- Maintain, update, and review Help AG’s asset register.
- Perform monthly Active Directory reviews and system access reviews.
Qualifications & Skills:
- Bachelor’s degree in information security or IT-related field, or equivalent experience.
- 1+ years of experience in IT support, resolving user-reported IT requests.
- Understanding of Microsoft Active Directory and Domains.
- Proficient in Office365, Exchange Online, and Azure AD.
- Experience in maintaining endpoint operating systems and troubleshooting software/hardware issues.
- Good understanding of networking (TCP/IP, DHCP, DNS).
- Knowledge of information security concepts and related technologies.
- Relevant Microsoft certification and other infrastructure technology certifications.
- Strong documentation and diagramming skills.
- Excellent organizational skills in enterprise support and ITIL processes.
- Ability to self-govern goals and tasks, and identify new work areas.
- Strong analytical skills to identify problems, collect data, establish facts, and draw conclusions.
- Ability to communicate technical issues effectively to non-technical stakeholders (In English required; Arabic is an advantage).
- Strong organizational skills, attention to detail, and quick adaptability.
- Positive and proactive interaction with stakeholders and management.
- High integrity in handling sensitive and confidential matters.
- Ability to remain calm under pressure.
Benefits:
- Health insurance with a leading global medical provider.
- Opportunities for career progression through challenging projects.
- Employee engagement and wellness campaigns throughout the year.
- Excellent learning and development opportunities.
- Annual flight tickets.
- Inclusive and diverse working environment.
- Flexible/Hybrid working environment.
- Open door policy.
Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and has been a trusted IT security advisor in the Middle East since 2004. We provide strategic consultancy and tailored information security services to enterprise businesses and governments, enabling them to evolve securely with a competitive edge. We maintain a vendor-agnostic approach, offering best-of-breed technologies supported by expert service delivery teams.
