Key responsibilities Helpdesk & user support Serve as the first point of contact for all IT-related queries and issues via phone, email or in person Log, track and resolve helpdesk tickets within agreed SLA timelines Diagnose and troubleshoot hardware, software and connectivity issues for end users Escalate unresolved issues to second-line support or senior IT staff when required Provide clear and user-friendly guidance to non-technical staff Hardware & software management Set up, configure and maintain desktops, laptops, printers and peripheral devices Install, update and troubleshoot operating systems and software applications Support user account creation, password resets and access management (Active Directory) Assist with onboarding and offboarding of staff from an IT perspective Network & infrastructure support Support basic network troubleshooting including LAN, Wi-Fi and VPN connectivity issues Assist with routine maintenance of IT equipment and infrastructure Monitor system performance and flag any recurring issues to the IT Manager Documentation & asset management Maintain accurate records of IT assets, equipment and inventory Document technical procedures, troubleshooting steps and resolutions Support the IT team with general administrative and operational tasks Requirements Bachelor's degree or diploma in Information Technology, Computer Science or a related field0–2 years of experience in an IT support or helpdesk role Basic knowledge of Windows OS, Microsoft 365 and Active Directory Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) Comp TIA A+, ITIL Foundation or similar certification is a plus Good written and verbal communication skills in English (Arabic is an advantage) UAE-based or immediately available candidates preferred