IT Systems, AV, and Desktop Support

Purpose


The Junior IT Systems, AV and Desktop Support role provides first-line technical support across IT systems, audio-visual (AV) infrastructure, and desktop environments. The role assists staff, faculty, and students with troubleshooting hardware, software, networking, and AV-related issues, ensuring minimal disruption to operations and a high standard of customer service.

The position is based at Middlesex University Dubai, United Arab Emirates.

Principal Duties and Accountability


IT Systems Support

• Provide first-level support for system access, accounts, and software applications.
  
• Assist in monitoring and maintaining servers, storage, and network infrastructure under senior team guidance.
  
• Support system backups, security updates, and routine maintenance tasks.
  
• Escalate unresolved issues to senior IT staff or vendors as necessary.
  

Desktop Support

• Install, configure, and troubleshoot desktops, laptops, printers, and peripheral devices.
  
• Provide end-user support for Windows, macOS, and common productivity tools (MS Office, Teams, etc.).
  
• Maintain and update desktop images, antivirus, and security patches.
  
• Document incidents, resolutions, and update the knowledge base.
  

Audio-Visual (AV) Support

• Provide setup and operational support for classrooms, lecture halls, and events using AV systems.
  
• Assist in configuring projectors, interactive displays, microphones, video conferencing tools, and streaming platforms.
  
• Troubleshoot AV equipment issues promptly during teaching sessions and events.
  
• Support staff in using collaboration platforms such as Microsoft Teams and Zoom.
  

General IT Support

• Log and track incidents, service requests, and resolutions via the IT Helpdesk system.
  
• Deliver excellent customer service and clear communication to end users.
  
• Assist with IT equipment inventory management and asset tracking.
  
• Participate in IT projects, upgrades, and deployments as required.
  
  
  

Requirements


Qualifications and Experience


Essential:

• Diploma or Bachelor’s degree in IT, Computer Science, or related field.
  
• 1–2 years’ experience in IT support (internship or entry-level role accepted).
  
• Strong knowledge of Windows OS, MS Office Suite, and basic networking concepts.
  
• Familiarity with audio-visual systems (projectors, conferencing tools, AV control systems).
  
• Excellent problem-solving and communication skills.
  

Desirable:

• Exposure to Active Directory, Microsoft 365 administration, or ITIL practices.
  
• Experience supporting hybrid teaching/learning environments.
  
• Knowledge of IT security practices.
  
  

Disposition

The postholder will need to be calm and effective in dealing with students, staff, faculty, and visitors of the University, and efficient in dealing with external bodies and personnel.

The postholder will need to be able to convey confidence and positiveness to members of the public, staff and students.


The intent of this job description is to provide representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.