IT Support Officer

#WeAreAverda

About Us

Averda is the leading waste management and recycling company in the emerging world, operating in India and across the Middle East and Africa. The company provides a broad and specialised range of services to over 60,000 clients - large and small - across private and public sectors. These include the municipal authorities of major cities and household names in a wide range of sectors including oil & gas, automotive, retail and hospitality.

Founded in 1964 and headquartered in Dubai, Averda increasingly focuses on providing sustainable solutions which extract value from waste, reducing use of the planet’s limited natural resources and driving the circular economy. The company’s portfolio of services range from collecting bins and cleaning city streets to sorting, composting, recycling and disposing of household waste as well as safely managing highly-regulated hazardous waste streams including medical waste and dangerous chemicals. Recent investments have further developed the company’s waste treatment capabilities, with the goal of providing circular recovery options in all markets.

The company currently employs over 9,000 people worldwide, helping to provide secure employment amongst the communities it serves. Protection of environmental and human health is the company’s highest priority, and it operates in full compliance with international standards for quality control wherever it operates, currently: UAE, Saudi Arabia, Oman, Qatar, Morocco, South Africa, and India.

Our Mission

To treat, recover and recycle more than 80% of the waste that flows through our fleet and facilities using innovative sustainable solutions that satisfy our customers’ needs.

For over 30 years, we’ve taken pride in keeping cities, communities, and the environment clean and sanitary. But today we go far beyond just cleaning. We provide a full end-to-end service for our clients across developing and emerging economies who, like us, care about what happens to their waste. Together, we find solutions which recover or unlock the value in materials others call ‘waste’. We use the latest technology and our best creative minds to solve environmental problems and ensure we leave a cleaner and more sustainable world for our children.

Our Values

Deliver. Care. Inspire

Our values remain the same as the day we were founded - deliver, care and inspire. We deliver for our clients. We care for our planet and our people. We inspire others through our actions.

Key Responsibilities

• Diagnose and troubleshoot hardware, software, and network-related incidents for Windows, macOS devices, Office 365, mobile devices and enterprise applications.
• Provide remote and on-site support for end-users as required.
• Ensure support tickets are efficiently handled to meet service level targets
• Ensure ITIL processes (such as Incident, Problem and Change Management) are efficiently followed.
• Act as escalation point for L1 support to resolve advanced technical issues.
• Act as escalation point to L3 for unresolved complex issues while maintaining ownership of ticket and user communication.
• Perform routine health-checks on local systems to ensure availability and stability.
• Provide guided troubleshooting steps and hand-on maintenance for L3 to resolve issues on local systems.
• Provision of new devices and rebuild/reconfigure existing ones as required.
• Ensure compliance with IT policies, security standards and best practices.
• Provide training and mentorship to L1 support team to enhance their technical skills.
• Document knowledge articles for future refence.
• Comply with Health, Safety and Environment policies and standards.

Qualifications

• BSc in Information Technology or 3 years IT diploma
• Certification in ITIL a bonus (foundation level).

Knowledge

• Subject matter expertise in the areas of user support, incident management, and system administration
• Language Proficiency
• English (fluent), Arabic (advantageous)

Technical Competencies

Proficiency in the following technology domains is required, with strong expertise in core Microsoft technologies and a general understanding of the others

• Windows 10/11: In-depth knowledge and skills to diagnose and resolve issues related to OS installation, configuration and updates.
• Office 365: Ability to troubleshoot issues related to Office applications, licensing and cloud integrations.
• User Accounts: Proficiency in managing user password resets, permissions management and troubleshooting login issues.
• Network and Connectivity: Basic understanding of TCP/IP, DNS, DHCP, VPN and Wi-Fi Troubleshooting. Ability to diagnose and resolve connectivity issues affecting local and remote users.
• Hardware Troubleshooting: In-depth troubleshooting skills for desktops, laptops, printers and other peripherals.
• IT Service Management (ITSM) Tools: Strong understanding of ticketing, incident management and SLA targets. Proficiency in using IT service management tools.
• Remote Support: Ability to diagnose and resolve issues remotely while maintaining user experience. Proficiency in using collaboration and remote management tools (Teams, Remote Desktop Protocol, TeamViewer).
• Mobile Devices: Troubleshoot and support mobile devices, including email, app installation, network connectivity and security configurations (e.g. MFA)
• Mac Computer Support: Familiarity with macOS functionality, diagnosis and troubleshooting is a preference.

Experience

• Minimum of 4+ years of experience in a similar role is a must

If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.

Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.