Role Summary
We are seeking a dedicated and proactive IT Support Officer to join our team in Dajeej, Kuwait. The successful candidate will serve as the primary point of contact for all technical support inquiries, ensuring the stability, security, and optimal performance of IT infrastructure, hardware, software, and network systems. This role demands a hands-on professional capable of diagnosing and resolving complex technical issues while maintaining high service-level standards across the organization.
Key Responsibilities
- Provide first- and second-level technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.
- Install, configure, and maintain operating systems (Windows 10/11, macOS), office productivity suites (Microsoft 365), and business applications.
- Administer Active Directory, user accounts, group policies, email (Exchange/Outlook), and access permissions.
- Troubleshoot network connectivity issues, including LAN/WAN, VPN, Wi-Fi, DNS, DHCP, and firewall configurations.
- Manage ticketing system (e.g., Jira Service Management, ServiceNow) — log, prioritize, escalate, and resolve incidents within SLA targets.
- Perform hardware lifecycle management: procurement coordination, asset tagging, deployment, repair coordination, and secure disposal.
- Execute routine system maintenance: patch management, antivirus updates, backup verification, and disk health monitoring.
- Support server room operations — UPS monitoring, rack management, cable organization, and environmental checks.
- Assist in IT security enforcement: endpoint protection, phishing simulations, access reviews, and compliance documentation.
- Deliver onboarding/offboarding IT processes — equipment provisioning, account creation/disabling, data migration, and knowledge transfer.
- Create and maintain technical documentation, runbooks, FAQs, and standard operating procedures (SOPs).
- Collaborate with vendors and managed service providers for specialized support (ERP, CRM, VoIP, cloud services).
Qualifications & Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- Minimum 2–3 years of hands-on experience in a corporate IT helpdesk or technical support role.
- Professional certifications highly valued: CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation.
- Proven expertise in Windows OS troubleshooting, Microsoft 365 administration, and Active Directory management.
- Solid understanding of TCP/IP, DNS, DHCP, VPN, VLANs, and basic switching/routing concepts.
- Experience with remote support tools (TeamViewer, AnyDesk, Microsoft Remote Assist) and RMM platforms.
- Familiarity with ticketing systems, IT asset management, and change management processes.
- Valid residency/work authorization for Kuwait; ability to work on-site in Dajeej, Al Farwaniyah Governorate.
- English fluency (written and verbal); Arabic proficiency is a strong advantage.
Core Skills & Competencies
- Technical: Windows/macOS administration, Microsoft 365/Exchange, Active Directory, Group Policy, PowerShell/Bash scripting basics, hardware diagnostics, network troubleshooting, endpoint security, backup/recovery.
- Operational: ITIL incident/problem/change management, SLA adherence, asset lifecycle management, documentation, vendor coordination.
- Soft Skills: Customer-focused communication, analytical problem-solving, prioritization under pressure, teamwork, adaptability, continuous learning mindset.
- Tools: ServiceNow/Jira/ManageEngine, SCCM/Intune, antivirus/EDR consoles, monitoring tools (PRTG, Zabbix), remote desktop utilities.