Job Brief

We are looking for an IT support specialist to provide enterprise-level assistance to employees for their computing problems. You will diagnose and troubleshoot software and hardware problems and help employees install applications. IT support specialist responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give employees quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact employees via phone and/or provide clear, written instructions and technical manuals. To be qualified for this role, you should hold a degree or diploma in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Oracle, Cisco, or similar certification is a plus.

Reporting to

Director, Shared Services


  • Support and troubleshoot technical issues, including account setup and network configuration, software installation/update, anti-virus etc
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal/external teams 
  • Update hardware and software inventory distributed to all employees 
  • Follow up with employees to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals 
  • Prepare accurate and timely reports
  • Conduct basic training for software/hardware  to new employees 


  • Bachelor’s degree in Information Technology, Computer Science or relevant field
  • Professional certifications in Microsoft, Cisco or similar technologies is a plus 
  • Proven work experience as a IT Support Engineer/ Technician or similar role
  • Familiarity with remote desktop applications and help desk 
  • Hands-on experience using Microsoft Office 
  • Fluency in English and Arabic – written and spoken   

Skills and Competencies

  • Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals
  • Communication: Articulates information clearly and presents information effectively and confidently when working with others
  • Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity
  • Knowledge of economic/econometric methods is needed
  • Experience with analytical packages and/or programming languages (SAS, Eviews, SPSS, etc) and excellent knowledge of Microsoft Windows, Excel, PowerPoint, and Access.
  • Self-motivated, proactive, and results-driven problem solver with excellent written and oral communication skills

Key to Success

  • Intellectual agility and interpersonal flexibility 
  • Change leadership
  • Ability to work across silos
  • Comfortable in the space between no longer and not yet
  • Deep curiosity to learn about new trends and topics
  • Ability to develop mutually beneficial relationships inside and outside of the company
  • Ability to use data to formulate and flex communications 


We are growing institute and offer a multifaceted and challenging function in a dynamic and international environment with a wide range of career and advancements opportunities. We offer an intensive professional development and training programs, a performance-related compensation combined with attractive social benefits.