🌟 We’re Hiring: IT Helpdesk Technician / Desktop Support

📍 Location: United Arab Emirates (Remote)

🕒 Employment Type: Part-Time

💼 Experience Level: Mid-Level to Senior

🌐 Work Arrangement: Fully Remote

About Us

We are a technology-focused organization committed to providing reliable, secure, and user-friendly digital environments for modern teams. We support employees through responsive technical assistance, proactive troubleshooting, and practical IT solutions that keep business operations running smoothly.

Our culture values service excellence, technical curiosity, security, accountability, and clear communication. We are looking for a technically capable support professional who can resolve issues efficiently while delivering a positive user experience.

The Role

We are seeking an experienced IT Helpdesk Technician / Desktop Support professional to provide first- and second-line technical support for hardware, software, operating systems, applications, user accounts, connectivity, and workplace technology.

The ideal candidate is patient, analytical, service-oriented, and comfortable troubleshooting technical issues remotely while maintaining strong documentation and security practices.

Key Responsibilities

• Provide first- and second-line technical support through ticketing systems, email, phone, chat, and remote-support tools.
• Diagnose and resolve hardware, software, operating-system, application, printer, peripheral, and connectivity issues.
• Support Windows, macOS, Microsoft 365, Google Workspace, collaboration tools, and common business applications.
• Assist users with account setup, password resets, access requests, permissions, MFA, and authentication issues.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, monitors, mobile devices, printers, and other IT equipment.
• Provide remote desktop support and guide users through troubleshooting steps in a clear and professional manner.
• Install, configure, update, and troubleshoot approved software and applications.
• Troubleshoot Wi-Fi, VPN, network connectivity, DNS, email, file-sharing, and basic endpoint issues.
• Manage support tickets from initial diagnosis through resolution, escalation, and closure.
• Document troubleshooting steps, solutions, recurring incidents, asset information, and user interactions accurately.
• Escalate complex hardware, networking, security, infrastructure, or application issues to appropriate technical teams.
• Support employee onboarding and offboarding, including device preparation, account access, equipment allocation, and access removal.
• Maintain accurate IT asset inventories, equipment records, software information, and device assignments.
• Assist with endpoint security, antivirus, patching, encryption, device compliance, and other approved security controls.
• Monitor recurring support issues and recommend improvements to reduce incidents and improve user productivity.
• Create or update internal knowledge-base articles, troubleshooting guides, FAQs, and user documentation.
• Support software upgrades, system migrations, hardware refreshes, and other IT projects when required.
• Maintain confidentiality of passwords, credentials, employee information, company systems, and technical documentation.
• Follow IT policies, information-security procedures, access-control standards, and data-protection requirements.

Requirements

• Bachelor’s degree or equivalent qualification in Information Technology, Computer Science, Information Systems, or a related field is preferred.
• 3+ years of professional experience in IT helpdesk, desktop support, technical support, systems support, or a similar role is preferred.
• Strong knowledge of Windows, Microsoft 365, common business applications, hardware, peripherals, and basic networking.
• Experience troubleshooting laptops, desktops, printers, mobile devices, VPNs, Wi-Fi, email, and user-access issues.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong spoken and written English communication skills.
• Patient, professional, and service-oriented approach to supporting users with different technical skill levels.
• Experience with ticketing systems, remote-support tools, asset-management platforms, and knowledge bases.
• Understanding of Active Directory, Entra ID/Azure AD, Group Policy, MFA, endpoint management, or identity-management concepts is advantageous.
• Basic understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and network troubleshooting.
• Strong documentation and organizational skills with excellent attention to detail.
• Ability to prioritize multiple tickets, incidents, users, and deadlines in a remote environment.
• Awareness of cybersecurity best practices, phishing, endpoint protection, access control, and data security.
• IT certifications such as CompTIA A+, Network+, Microsoft, ITIL, or equivalent are advantageous but not required.

What We Offer

• Flexible part-time working hours with a fully remote work arrangement.
• Competitive compensation aligned with experience and responsibilities.
• Opportunity to support modern IT environments and users across different business functions.
• Exposure to cloud productivity platforms, endpoint management, cybersecurity, remote support, and IT service management.
• Professional development opportunities and continuous training in emerging technologies and technical support practices.
• A collaborative, service-focused environment where technical expertise, security awareness, communication, responsiveness, and problem-solving are highly valued.