About the Role
The ICT Support Specialist ensures that all employees have reliable access to technology and digital tools, enabling smooth business operations. By providing timely troubleshooting, system access management, and hardware support, this role minimizes downtime and enhances productivity. Serving as the first point of contact for ICT issues, the specialist helps maintain a secure, efficient, and well-supported IT environment that allows the organization to operate effectively and achieve its strategic objectives.
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What You’ll Drive
- Receive, log, and manage ICT issues and service requests via approved channels (email, portal, phone).
- Categorize, prioritize, and assign tickets based on urgency and impact.
- Provide first-level troubleshooting and resolution for common ICT issues, escalating unresolved problems to second- or third-level support teams.
- Update ticket status and document resolution notes accurately before closure.
- Assist users with login/password issues, Microsoft 365/email access, PC/laptop/printer/peripheral issues, and basic network or connectivity problems.
- Provide support remotely or on-site as required.
- Guide users on self-service portals and knowledge base usage.
- Prepare ICT assets (laptops, desktops, mobile devices) for new joiners and assist with account creation, email/system access setup, and standard software installation.
- Support offboarding by coordinating access removal, tracking asset returns, and managing license reassignment or removal.
- Maintain accurate records of ICT assets, track movement, replacements, and perform basic inventory updates.
- Conduct basic hardware diagnostics and replacements (mouse, keyboard, HDD/SSD, RAM) and coordinate with vendors for warranty repairs.
- Communicate clearly with users regarding ticket status, expected resolution steps, and available workarounds.
- Follow up post-resolution to confirm user satisfaction and document recurring issues and resolutions.
- Update or suggest improvements to help articles and FAQs.
- Adhere strictly to ICT procedures, SOPs, and security guidelines, supporting endpoint security measures such as patching and encryption checks.
Qualifications
You’re a Great Fit If You Have
- Hold a Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Demonstrate experience in IT support, helpdesk operations, or related ICT roles.
- Possess strong knowledge of Microsoft 365, Windows OS, networking fundamentals, and hardware troubleshooting.
- Use IT service desk systems effectively to log, track, and resolve issues.
- Exhibit excellent communication, problem-solving, and organizational skills.
- Work independently and collaboratively in a multicultural environment.
- Willingness to provide on-site support and travel to operational sites when required.
- Maintain professionalism, customer service orientation, and attention to detail in all interactions.
Why You’ll Enjoy Working with Us
- Competitive Benefits
- Positive Workplace Culture
- Opportunity to work with a leading international construction group
- Exposure to large-scale, high-impact projects in the Middle East
- Collaborative, diverse, and professional work environment
Additional Information
We believe our employees are key to our success, hence, we offer an inspiring working environment where our people feel rewarded & engaged. Career opportunities & training programs are offered to help you develop both personally and professionally and we offer attractive additional benefits to your monthly remuneration.
