IT Support Officer

Job Title: IT Support Officer

Job Summary

The IT Support Officer is responsible for maintaining and supporting the agency’s IT infrastructure, including systems used for collections operations such as dialers, and user workstations. This role ensures minimal downtime, secure data handling, and smooth day-to-day technical operations in a fast-paced, target-driven environment.

Key Responsibilities

Technical Support

• Provide first-level and second-level IT support for staff (onsite and remote)
• Troubleshoot hardware, software, and network issues
• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Manage user accounts, passwords, and access rights

Collections Systems Support

• Maintain and troubleshoot auto-dialer systems (predictive/manual dialers)
• Ensure smooth functioning of call center technologies (headsets, softphones, VoIP)
• Monitor system performance during peak calling hours
• Assist in system upgrades and new software implementation

Network & Infrastructure

• Monitor and maintain LAN/Wi-Fi networks and internet connectivity
• Ensure data backup systems are functioning properly
• Perform regular system checks and preventive maintenance

Security & Compliance

• Ensure data security and confidentiality of customer financial information
• Implement antivirus, firewall, and endpoint protection solutions
• Manage system access controls and prevents unauthorized access
• Support compliance with company IT policies and UAE data protection standards

Administrative IT Tasks

• Maintain IT inventory (hardware/software assets)
• Document IT procedures, issues, and resolutions
• Coordinate with external vendors and service providers

Required Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or related field
• 1–4+ years of IT support experience (UAE experience preferred)

Key Skills

• Strong troubleshooting and problem-solving skills
• Knowledge of Windows OS, Microsoft 365, and basic networking
• Familiarity with VoIP systems and dialers (very important in collection agencies)
• Basic understanding of servers, backups, and cybersecurity
• Good communication skills (English required)
• Ability to work under pressure and support large teams

Technical Knowledge (Preferred)

• Active Directory & user management
• CRM tools used in collections
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Firewall and antivirus management
• Remote desktop tools and ticketing systems

Pay: AED3,500.00 - AED4,000.00 per month

Work Location: In person