Build your career with Al Saran Global

1. 01Provide first and second line technical support, diagnosing and resolving issues with computers, laptops, printers, peripherals, software and network connectivity
2. 02Install, configure, test and maintain desktops, laptops, operating systems, business applications and other IT equipment
3. 03Troubleshoot network connectivity issues involving LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP and VPN connections
4. 04Maintain and support routers, switches, wireless access points and firewalls, escalating complex faults where necessary
5. 05Administer user accounts, access permissions and password resets through Active Directory and other user management systems
6. 06Help administer and maintain Windows operating systems, Windows Server environments and other supported platforms
7. 07Configure and maintain applications including Microsoft 365, Microsoft Office and other business critical systems
8. 08Install software updates, security patches and approved applications in line with IT policies
9. 09Monitor systems and equipment to spot faults, performance issues and possible service disruptions
10. 10Record, prioritise and manage incidents and service requests in the helpdesk system
11. 11Keep an inventory of IT assets, including computers, laptops, software licences and network equipment
12. 12Support backup procedures, system recovery and the implementation of IT security measures
13. 13Help deliver IT upgrades, equipment replacements, system migrations and other technology projects
14. 14Keep accurate records of incidents, repairs, configurations, equipment allocation and technical procedures
15. 15Guide colleagues on the effective and secure use of IT equipment, software and business systems
16. 16Follow procedures for information security, data protection, access control and acceptable use
17. 17Liaise with external IT providers, suppliers and vendors to arrange repairs, maintenance and support
18. 18Escalate complex issues to senior IT staff or specialist providers, and follow up until they are resolved
19. 19Carry out routine maintenance and checks to keep systems reliable, available and secure
20. 20Take on other IT support and maintenance duties suited to the role and the needs of the business

1. Practical experience in IT support, computer maintenance, hardware troubleshooting and software installation
2. Knowledge of computer hardware, peripherals, operating systems and common business applications
3. Understanding of networking fundamentals: TCP/IP, LAN, WAN, DNS, DHCP, Wi-Fi and VPN
4. Familiarity with Microsoft Windows, Microsoft 365 and Windows Server
5. Knowledge of user account administration, access permissions and Active Directory
6. Able to diagnose technical problems, find the cause and put the right fix in place
7. Familiarity with helpdesk or IT service management systems for logging and tracking incidents
8. Understanding of IT security: updates, antivirus, access controls and backups
9. Well organised, able to handle several requests by urgency and business impact
10. Clear communicator who can explain technical issues to people of any IT level
11. Customer focused, giving professional, timely and effective support
12. Able to work independently, collaborate with colleagues and escalate appropriately
13. Keen to keep your technical knowledge up to date

A relevant IT qualification, such as a Level 3 in IT, a diploma in information technology or equivalent, would be an advantage. Relevant practical experience and industry certifications will also be considered.

You will work in line with our operational requirements, IT policies and support procedures. The role involves supporting users across different teams, looking after on site equipment and providing remote support where needed.