About the Role / About the Job
The Associate IT Customer Support role is crucial in delivering first-level technical support to end users, ensuring exceptional customer service and quick resolution of technical incidents. This position is involved in troubleshooting hardware, software, network, and system-related issues. It is a full-time position located in Abu Dhabi, with occasional travel to Dubai (2-3 times a month) based on business needs.
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Work Schedule
- Work Week: Sunday – Thursday
Key Responsibilities
- Provide technical support to internal users regarding desktop applications and hardware.
- Answer user queries related to procedures, transactions, and system status.
- Interact with network services and application developers to restore service and usability while identifying problems.
- Monitor, respond to, configure, install, and repair hardware and software problems according to established procedures.
- Complete desktop configuration for end users.
- Deliver and install desktop assets.
- Provide Desktop Incident Management support.
- Assist in relocating users between office locations.
- Build, image, and configure PCs for deployment.
- Physically move hardware equipment into and out of storerooms and around the office.
- Adhere to the company IT processes at all times.
- Follow Health & Safety regulations strictly.
Required Skills & Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field.
- Basic understanding of Windows operating systems, Microsoft Office 365, and networking concepts.
- Knowledge of Active Directory, ticketing tools, and remote support tools is advantageous.
- Strong troubleshooting and problem-solving abilities.
- Good communication and customer service skills.
- Ability to thrive in a fast-paced environment and manage multiple tasks effectively.
- Team-oriented mindset with a strong willingness to learn.
Preferred Skills
- Experience in IT Help Desk, Service Desk, or Customer Support roles.
- Familiarity with ITIL processes and best practices.
- Relevant certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are advantageous.
