Assistant IT Helpdesk – Abu Dhabi

About the role

We are seeking an Assistant IT Helpdesk to provide first- and second-level support for hardware, software and network services within a higher-education environment in Abu Dhabi. The role involves troubleshooting devices, assisting users with learning and student information systems, and maintaining campus technology.

Key responsibilities

• Deliver L1 and L2 support for laptops (Windows & macOS), workstations and mobile devices.
• Assist end-users with the Learning Management System (LMS) and Student Information System (SIS), handling course access, enrollment and portal navigation issues.
• Manage the full lifecycle of campus devices, including imaging, software deployment, patch management and security updates.
• Support enterprise productivity suites and specialised engineering software used for research and teaching.
• Maintain and troubleshoot on-site audio-visual equipment.
• Perform basic network tasks such as Wi-Fi troubleshooting, VPN configuration and Active Directory user management.
• Create user guides, runbooks and knowledge-base articles.
• Log, track and resolve all requests in the ticketing system, ensuring clear communication with stakeholders.

Required profile

• 2–4 years of experience in IT support or helpdesk roles.
• Associate degree in a related field.
• Fluent English communication skills.
• Experience working in a higher-education or similar environment is a plus.

Required skills

• Windows and macOS operating systems.
• Laptop, workstation and mobile device troubleshooting.
• Learning Management System (LMS) support.
• Student Information System (SIS) support.
• Imaging, software deployment, patch management.
• Enterprise productivity suites (e.g., Microsoft 365).
• Specialised engineering software.
• Audio-visual equipment maintenance.
• Wi-Fi troubleshooting, VPN configuration.
• Active Directory user management.
• Ticketing system usage and knowledge-base article creation.