Information Technology Support Specialist

Technical Specialist (VMware/VCF and HCI / Backup and Storage)

The Elite Cars · Dubai, United Arab Emirates

About the job

The IT Support Specialist & Helpdesk role is responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues. This position involves diagnosing and troubleshooting problems, educating end-users, and ensuring efficient IT operations. The IT Support Specialist & Helpdesk serves as the first point of contact for IT-related inquiries and plays a crucial role in delivering excellent customer service to internal users.

Duties and Responsibilities:

Technical Support:

  • Provide first-level technical support to end-users, addressing hardware, software, and network-related issues.
  • Troubleshoot and resolve IT problems via phone, email, or in-person, ensuring timely and accurate solutions.

Hardware and Software Assistance:

  • Install, configure, and upgrade computer hardware, software, and peripherals.
  • Assist users with software applications, ensuring proper installation and usability.

User Education:

  • Educate end-users on basic computer usage, software functionality, and best practices.
  • Provide guidance on IT policies, security awareness, and data protection practices.

Helpdesk Management:

  • Log, track, and prioritize support requests using a helpdesk ticketing system.
  • Escalate unresolved issues to appropriate IT staff or vendors, ensuring timely resolution.

Remote Support:

  • Provide remote support to off-site and remote employees, troubleshooting issues via remote desktop tools.
  • Assist users with VPN, email, and other remote access technologies.

Hardware Maintenance:

  • Perform basic hardware repairs and upgrades, coordinating with vendors for more complex repairs.
  • Conduct regular maintenance tasks, such as cleaning computer components and checking for hardware issues.

Network and Connectivity:

  • Troubleshoot network connectivity problems, including wired and wireless networks.
  • Assist users with internet connectivity, VPN, and intranet access issues.

Documentation and Knowledge Base:

  • Document support procedures, technical solutions, and common issues for internal knowledge base.
  • Contribute to the creation of user guides and FAQs to enhance user self-help resources.

Security Awareness:

  • Raise awareness about security threats, phishing attempts, and best practices for data protection.
  • Assist in implementing security policies and protocols to safeguard IT assets.

Collaboration and Communication:

  • Collaborate with IT teams and external vendors to resolve complex technical issues.
  • Communicate technical information effectively to non-technical users.


  • Bachelor’s degree in Computer Science, Information Technology, or related field. Associate’s degree or relevant certifications may be accepted.
  • +5 years of experience in IT support roles, preferably in a helpdesk or technical support capacity.
  • Technical certifications: ITILV4,CCNA is a plus.
  • Proficiency in operating systems (Windows, macOS), office productivity software, and common business applications.
  • Strong problem-solving skills and patience when dealing with end-users.
  • Excellent communication and interpersonal skills, with a focus on customer service.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Basic understanding of network protocols, hardware components, and troubleshooting methodologies.



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