IT Support Specialist

About IN2

IN2 is an award-winning specialist communications, development, and research company dedicated to creating positive change for communities in rapidly changing environments. We use innovative and engaging two-way communications to create impact across the full spectrum of geo-political and socio-economic issues, including global security, international development, business transformation, and climate change.

IN2 combines a global geopolitical outlook with a rich understanding of local grassroots sentiment to help clients develop, deliver, and measure engagement campaigns that connect our clients with their intended audiences in a language, manner, and medium that feels natural to them.

With our track record of delivering culturally sensitive campaigns in challenging and higher-risk environments around the world, IN2 has become a trusted partner and advisor to a range of clients from national governments and transnational institutions to global brands and international NGOs.

IN2 has offices in the UK, UAE, Jordan, Iraq, Poland, and Kenya.

IN2’s professionally and culturally diverse 180-strong staff hail from 20 countries. We are committed to diversity in our workplace.

IT Support Specialist

The objective of the IT Support Specialist role is to provide technical assistance to end-users, troubleshoot and resolve hardware and software issues, and maintain and configure various IT systems to ensure the efficient and secure operation of the organization's computer systems and networks. The successful candidate will play a critical role in delivering high-quality technical support and ensuring the smooth functioning of the organization's IT infrastructure.

Responsibilities:

• Offer technical support and assistance to end-users via multiple communication channels, including phone, email, and in-person
• Resolve hardware and software issues on Windows and macOS platforms, ensuring prompt resolution of technical problems
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners
• Conduct regular software and hardware security updates to maintain system integrity
• Collaborate with IT team members to identify and solve complex technical issues and develop solutions to enhance IT operations
• Provide daily operations and systems support to personnel, verify hardware and software component functionality, and address service issues and requests in a timely fashion
• Train junior staff members, test new technology, and repair or replace equipment as needed
• Manage technical documentation and ticketing systems to maintain accurate records and provide metrics to inform future IT decisions
• Possess strong technical skills, outstanding problem-solving abilities, and the capacity to communicate technical information effectively to non-technical users.
• Able to work both independently and as part of a team, prioritize and manage multiple tasks and projects concurrently, and stay up-to-date with new technologies and industry trends.

Qualifications:

• Bachelor's degree in computer science, information technology, or related field preferred, but not required
• Minimum of 1-2 years of experience in a technical support role
• Fluency in Arabic and English, both written and spoken. Additional language proficiency is a plus.
• Experience troubleshooting hardware and software issues on Windows and macOS platforms
• Familiarity with networking technologies, including LAN/WAN, TCP/IP, DNS, DHCP, and VPN
• Knowledge of computer hardware, such as desktops, laptops, printers, and mobile devices
• Exceptional problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Capacity to prioritize and manage multiple tasks and projects simultaneously

IN2 is committed to hiring the best talent. As a company, it is proud of its diverse and inclusive workforce and so we welcome applications from all professional and cultural backgrounds, regardless of age, gender, ethnicity, or religion.