IT Support

Key Responsibilities

• On-Ground Infrastructure Support: Provide hands-on on-site maintenance and troubleshooting for local office infrastructure including networking hardware switches firewalls and server racks.

• Ticket-Driven Workflow: Manage all support activities strictly through the ticketing system. Ensure every issuewhether an infrastructure fault or a user requestis properly logged categorized prioritized and tracked from initiation to resolution.

• User Experience Optimization: Serve as the primary point of contact for Jordan-based users resolving technical challenges promptly to minimize downtime and maximize productivity.

• Asset Management: Oversee the full lifecycle of IT hardware and software assets within the local branch using the IT Asset Management system.

• Operational Alignment: Collaborate with global IT teams to implement ITIL best practices and align local operations with corporate security standards.

Technical Skills 

• Infrastructure & Networking: Foundational knowledge and practical experience in basic network support including configuration and troubleshooting of switches firewalls and routing.

• Ticketing & SLA Management: Strong proficiency in working within ticket-driven environments (e.g. Jira Service Management) with a disciplined approach to documentation and SLA compliance.

• Asset Management Systems: Practical experience using IT Asset Management tools to log track and audit physical hardware and software licenses.

• AI Knowledge: Foundational understanding or practical familiarity with AI tools and applications to enhance internal IT workflows and automation.

Qualifications :

• Education: Bachelors degree in Computer Science Information Technology Computer Engineering or a related field.

• ITIL Foundation certification (or higher) is highly preferred / required.

• Additional certifications (e.g. CCNA CompTIA Network) are beneficial.

• Experience: 24 years of on-ground technical support experience with a heavy focus on network infrastructure maintenance and ticket-based operations management.

Remote Work :

No

Employment Type :

Full-time