IT / Helpdesk Coordinator

About the role

Samcom Electronics is looking for an IT / Helpdesk Coordinator in Dubai to act as the first point of contact for internal IT support requests. The role covers hardware, software, network, email and printer support, and also supports sales staff, resellers and installers on surveillance products.

Key responsibilities

• Set up, configure and maintain desktops, laptops, mobile devices and peripherals for staff.
• Manage user accounts, permissions and access across company systems such as email and ERP.
• Maintain the office network, Wi-Fi and basic server infrastructure.
• Troubleshoot hardware and software issues and escalate complex ones.
• Maintain the IT asset inventory (laptops, licenses, network equipment).
• Support video conferencing, meeting room AV setups and office IT equipment.
• Apply basic cybersecurity practices: antivirus updates, backups and password policies.
• Provide first-level support to sales staff, resellers and installers on surveillance products (network connectivity, IP configuration, firmware updates).
• Coordinate with vendor technical support teams on advanced issues and RMA cases.
• Support product demos, testing and configuration of experience centre and demo units, and maintain training centre equipment.
• Maintain the internal knowledge base, FAQs and troubleshooting guides, and give basic training to staff on IT tools and systems.
• Assist with IT procurement quotes, authorisation and confirmation letters, and authority approvals.

Required profile

• Diploma or Bachelor's degree in Information Technology, Computer Science or a related field.
• 1-3 years of experience in an IT support or helpdesk role.
• Fluent English is required; Arabic is an advantage.
• Exposure to CCTV / video surveillance or the security industry is an advantage.

Required skills

• Solid understanding of Windows OS, basic networking (TCP/IP, DHCP, DNS, VLANs) and hardware troubleshooting.
• Familiarity with Active Directory and user account management.
• Basic understanding of IP-based devices and networks.
• Comfortable learning vendor-specific tools; knowledge of ticketing systems (Freshdesk, Zendesk or similar) is a plus.
• Strong communication skills, problem-solving skills and ability to prioritise multiple requests.