IT Support Technician

Help AG is looking for a talented and experienced IT Support Technician who will be responsible to help and maintain Help AG's infrastructure and continuity of business operations for Help AG's employees. The technician is a key player in ensuring the smooth running of Help AG's IT endpoints and supporting its employees with their devices. This role implies a growth element into supporting and maintaining the Help AG core IT infrastructures, including operational checks, validations and where necessary remediations of any identified issues.

Responsibilities

• Support Help AG end users and solve tickets / reported issues.
• Prepare new equipment, including asset tagging, assignment and tracking.
• Creation of new users, assigning of ACL's and user on / offboarding.
• Monitor hardware and software stock levels and place order requests.
• Maintain endpoint security, software updates and patching.
• Monthly Endpoint Health Check Reports.
• Verify correct security features and licensing are enabled for Help AG employees.
• Respond to on-site incidents and activities in Help AG's offices.
• Monitor and maintain configuration backups of infrastructure components.
• Respond to SOC alerts and reported incidents with remedial action where necessary.
• Monthly infrastructure health check reports.
• Maintain, update and review Help AG's asset register.
• Perform monthly AD reviews and system access reviews.
  
  

Qualifications & Skills

• Bachelor's degree in information security or IT-related matter or equivalent experience.
• 1+ years of experience working within IT support and solving user reported IT requests.
• Understanding of Microsoft Active Directory and Domains.
• Working knowledge of Office365, Exchange Online and Azure AD.
• Experience in maintaining endpoint OS's and troubleshooting software / hardware issues.
• Good understanding of networking, TCP/IP, DHCP, DNS etc.
• Understanding of information security concepts and related technologies.
• Microsoft certification and other infrastructure technology certifications.
• Proper and structured documentation and diagramming.
• Excellent organizational skills in enterprise support and ITIL Process.
• Understanding of information security concepts and related technology including troubleshooting.
• Ability to identify new work areas and to self-govern goals and tasks.
• Ability to identify problems, collect and analyze data, establish facts and draw conclusions.
• Ability to apply a risk-based approach to planning, executing, and reporting on engagements.
• Use judgement and ingenuity to maintain objective and technical standards.
• Excellent communication skills with the ability to translate to non-technical level and effectively convey or report on technical issues both in writing and verbally (In English.) (Arabic is an advantage.)
• Ability to comprehend complex business processes or technical language and prioritize / follow broad and complex instructions both independently and as part of a team.
• Impeccable organization, attention to detail, and ability to learn quickly and adapt to new situations.
• Interact in a positive, friendly, and proactive manner with other employees, board members and regulatory agencies in order to enhance effectiveness and promote quality service.
• Handle sensitive and confidential matters, situations, and data effectively and with integrity.
• Manage high pressure / difficult situations in a calm and collected manner.
  
  

Benefits

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Excellent learning and development opportunities.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.
• Open door policy.
  
  

About Us

Help AG present in the Middle East since 2004, was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.

With best of breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.

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