IT Help Desk and Support

About the role

Liwa University is seeking an IT Help Desk and Support professional to provide first‑line and second‑line technical assistance to staff, faculty, and students across its Abu Dhabi and Al Ain campuses. The role ensures timely resolution of service requests and incidents while maintaining high customer‑service standards.

Key responsibilities

• Respond to end‑user inquiries via helpdesk, phone, email, remote tools, and onsite visits.
• Log, categorize, prioritize, and resolve incidents and service requests using the university’s ticketing system.
• Diagnose and fix issues with desktops, laptops, printers, scanners, peripherals, software, and network connectivity.
• Install, configure, upgrade, and maintain end‑user IT equipment.
• Support Microsoft 365 applications, email, Teams, OneDrive, browsers, and other standard university software.
• Troubleshoot basic LAN/Wi‑Fi connectivity, IP addressing, DHCP, DNS, and perform initial network diagnostics.
• Assist users with account access, password resets, multi‑factor authentication, and other identity‑related tasks.
• Prepare and deploy equipment for new hires, faculty, classrooms, and labs, and support onboarding/off‑boarding processes.
• Monitor tickets to meet service‑level targets and escalate complex issues to specialized teams.

Required profile

• Proven experience providing technical support in an academic or similar environment.
• Strong customer‑service orientation and ability to communicate clearly with non‑technical users.
• Ability to work independently and follow university procedures and service‑level agreements.

Required skills

• Microsoft 365, Teams, OneDrive, and common office applications.
• Desktop and laptop hardware troubleshooting.
• Printer, scanner, and peripheral support.
• Basic networking: LAN, Wi‑Fi, IP addressing, DHCP, DNS, ping, ipconfig, tracert, nslookup.
• Account management, password reset, multi‑factor authentication.
• Familiarity with university systems such as SIS, LMS, and ERP.

What we offer

• Opportunity to work in a dynamic university environment supporting a diverse user base.
• Professional development and training in emerging IT technologies.