IT Support Engineer

Help AG Overview

Help AG is looking for a talented and experienced IT Support Engineer who will be responsible for maintaining the company's infrastructure and ensuring the continuity of business operations for Help AG’s employees. This role is essential for the smooth running of Help AG's IT endpoints and involves supporting employees with their devices. The IT Support Engineer will also have growth opportunities in supporting and maintaining Help AG's core IT infrastructures, which includes operational checks, validations, and remediations of identified issues. Additionally, this role involves supporting and delivering project-related tasks for Help AG's customers.

Responsibilities

• Support Help AG end users and resolve tickets or reported issues.
• Prepare new equipment, including asset tagging, assignment, and tracking.
• Create new user accounts, assign Access Control Lists (ACLs), and manage user on/offboarding.
• Monitor hardware and software stock levels and place order requests.
• Maintain endpoint security, software updates, and patching.
• Generate monthly endpoint health check reports.
• Verify that correct security features and licensing are enabled for employees.
• Respond to on-site incidents and activities in Help AG's offices.
• Monitor and maintain configuration backups of infrastructure components.
• Respond to Security Operations Center (SOC) alerts and issues with necessary remedial action.
• Create monthly infrastructure health check reports.
• Update and review Help AG’s asset register.
• Conduct monthly Active Directory (AD) reviews and system access reviews.
• Prepare and configure hardware for customer installations/projects.
• Collaborate with internal and external teams on the design and planning of infrastructure environments.
• Monitor and maintain Help AG hardware for the delivery of Managed Security Services (MSS).
• Provide on-site and off-site technical support for customer projects and MSS installations.
• Suggest security and cost-saving initiatives across corporate and MSS infrastructures.
• Upgrade software on security devices and network equipment.
• Report the status of tasks and projects to project managers and line managers.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or a related field.
• 1+ years of experience working in IT support and resolving user-reported requests.
• Understanding of Microsoft Active Directory and Domains.
• Working knowledge of Office365, Exchange Online, and Azure AD.
• Experience in maintaining endpoint operating systems and troubleshooting software/hardware issues.
• Good understanding of networking concepts such as TCP/IP, DHCP, and DNS.
• Understanding of information security concepts and related technologies.
• Relevant certifications in Microsoft or other infrastructure technologies.
• Proficient in structured documentation and diagramming.
• Excellent organizational skills in enterprise support and ITIL processes.
• Ability to identify problems, analyze data, and draw conclusions.
• Capability to apply a risk-based approach to planning and reporting on engagements.

Benefits

• Health insurance with a leading medical provider.
• Opportunities for career progression through challenging projects.
• Employee engagement activities throughout the year.
• Exposure to multiple client environments and various security technologies.
• Tailored training and development programs.

About Help AG

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides businesses across the Middle East with consultancy and tailored security solutions that support their evolving needs. Established in the region since 2004, Help AG became part of e& in 2020, strengthening its position as a trusted IT security advisor by remaining vendor agnostic and focusing on all aspects of cybersecurity. Help AG partners with industry-leading vendors and employs highly qualified service delivery teams to enhance customers' cyber defenses and safeguard their businesses.