IT Support Technician

Help AG is looking for a talented and experienced IT Support Technician who will be responsible for helping to maintain Help AG’s infrastructure and continuity of business operations for Help AG’s employees. This team member is a key player in ensuring the smooth running of Help AG’s IT endpoints and supporting its employees with their devices. This role implies a growth element into supporting and maintaining the Help AG core IT infrastructures, including operational checks, validations and where necessary remediations of any identified issues.

Responsibilities

• Support Help AG end users and solve tickets / reported issues.
• Prepare new equipment, including asset tagging, assignment and tracking.
• Creation of new users, assigning of ACL’s and user on / offboarding.
• Monitor hardware and software stock levels and place order requests.
• Maintain endpoint security, software updates and patching.
• Monthly endpoint health check reports.
• Verify correct security features and licensing are enabled for Help AG employees.
• Respond to on-site incidents and activities in Help AG’s offices.
• Monitor and maintain configuration backups of infrastructure components.
• Respond to SOC alerts and reported incidents with remedial action where necessary.
• Monthly infrastructure health check reports.
• Maintain, update and review Help AG’s asset register.
• Perform monthly AD reviews and system access reviews.

Qualifications & Skills

• Bachelor’s degree in information security or IT-related matter or equivalent experience.
• 1+ years of experience working within IT support and solving user reported IT requests.
• Understanding of Microsoft Active Directory and Domains.
• Working knowledge of Office365, Exchange Online and Azure AD.
• Experience in maintaining endpoint OS’s and troubleshooting software / hardware issues.
• Good understanding of networking, TCP/IP, DHCP, DNS etc.
• Understanding of information security concepts and related technologies.
• Microsoft certification and other infrastructure technology certifications.
• Proper and structured documentation and diagramming.
• Excellent organizational skills in enterprise support and ITIL Process.
• Ability to identify new work areas and to self-govern goals and tasks.
• Ability to identify problems, collect and analyze data, establish facts and draw conclusions.
• Ability to apply a risk-based approach to planning, executing, and reporting on engagements.
• Use judgement and ingenuity to maintain objective and technical standards.
• Excellent communication skills with the ability to translate to non-technical level and effectively convey or report on technical issues both in writing and verbally (In English.) (Arabic is an advantage.)
• Ability to comprehend complex business processes or technical language and prioritize / follow broad and complex instructions both independently and as part of a team.
• Impeccable organization, attention to detail, and ability to learn quickly and adapt to new situations.
• Interact in a positive, friendly, and proactive manner with other employees, board members and regulatory agencies in order to enhance effectiveness and promote quality service.
• Handle sensitive and confidential matters, situations, and data effectively and with integrity.
• Manage high pressure / difficult situations in a calm and collected manner.

Benefits

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Excellent learning and development opportunities.
• Annual flight tickets.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.
• Open door policy.

About Us

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses and governments across the Middle East with strategic consultancy combined with tailored information security services and solutions that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in Feb 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and cybersecurity focused. With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defences and safeguarding their business.