IT Support Specialist - Remote Opportunity with Relocation

About the Role

We are seeking an IT Support Specialist to join our dynamic team at Alef Education. This IT Support Specialist remote position offers an exciting opportunity to provide technical support to users efficiently and accurately. As the first point of contact for technical issues, you will play a crucial role in ensuring smooth operations within our organization.

What You'll Do

• Serve as the first point of contact for walk-in customers seeking technical assistance at Alef HQ.
• Analyze and resolve end-user hardware and software problems in a timely and accurate manner.
• Follow the end-to-end process for service requests and incidents related to Alef employee IT services.
• Troubleshoot hardware and software issues in person, remotely, and via phone.
• Provide daily IT operations and systems support to users, escalating unresolved queries as necessary.
• Document support activities for asset management of Alef internal employees.
• Manage onboarding and offboarding tasks for Alef employees.
• Adhere to ITSM best practices and processes, responding to tickets within the SLA.

Requirements

• Education degree in Computer Science or equivalent.
• ITIL v4 Foundation Certification.
• 3-5 years of relevant experience in IT support and customer service.
• Experience with end-user devices (Windows, Mac, Chromebook) troubleshooting.
• Knowledge of network troubleshooting and Active Directory management.
• Familiarity with G Suite and Azure administration.
• Strong Excel and MS Office skills.
• Fluency in English with a strong customer focus.

Nice to Have

• Experience in IT vendor management and VIP user support.
• Knowledge of asset management databases.

What We Offer

• Annual flight allowance.
• Annual performance bonus.
• Education allowance.
• Life insurance.
• Enhanced leave policy.
• A hybrid work model with up to 40 remote working days per year.

Join Alef Education and be part of a mission-driven team that is passionate about transforming education. If you are interested in this IT Support Specialist remote position and are considering relocation to the United Arab Emirates, we encourage you to apply!