3. IT Support

General Information About Institution

The American University of Ras Al Khaimah (AURAK) is an independent co-education institution of Higher Education that provides an integrated American-style, undergraduate and graduate education. All programs are accredited by the Ministry of Education of the UAE; additionally, it is accredited by the U.S. regional accreditation association, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). The American model of higher education ensures not only skills in specific academic fields, but also a general education curriculum that exposes students to new ideas and ways of thinking critically about local and global issues. AURAK is a young and rapidly growing university located in Ras Al Khaimah, one of the Northern Emirates. The beauty of Ras Al Khaimah is reflected in its traditions and diverse landscapes — its white sandy beaches, the majestic Hajjar Mountains, the expansive desert and its sand dunes, and the many historical sites.

Job Purpose & Responsibilities

The IT Support role is designed to ensure the effective operation of AURAK’s technology infrastructure. This includes providing technical support, troubleshooting issues, and maintaining both hardware and software systems to help users perform their tasks efficiently and without disruption. The goal is to minimize technical barriers and ensure that all systems and equipment run smoothly for all users.

Minimum Qualification and Education

• Bachelor's degree in computer science, Information Technology or any equivalent degree.
• Microsoft Certified Professional or CCNA or CompTIA.

Required Knowledge And Skills

• Strong written and verbal communication skills.
• Ability to work productively with others and proactively take on a fair share of work.
• Must display ability to work independently and exhibit the initiative to actively work on assigned tasks to completion.
• Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and computer imaging; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritize workload without supervision.
• Ability to prioritize, manage and perform under pressure to meet SLAs.
• Willing to work flexibly and with enthusiasm.
• A highly motivated team player with the skills and ability to manage changing priorities.

Work Experience

• Two (2) years of experience in an IT Support role or an equivalent combination of education and/or experience.
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages.
• Excellent IT skills and computer literacy.

Language Proficiency Required

• Essential: English (fluent)
• Desirable: Arabic.

Competencies

• Service Excellence
• Professional Ethics and Integrity
• Problem-solving
• Time Management
• Teamwork

Reporting Line

Manager of the Office of Information Technology