IT Help Desk and Support

Liwa University, Abu Dhabi and Al Ain CampusesSince 1993, Liwa University has stood as a cornerstone of higher education in the Emirate of Abu Dhabi, nurturing potential and supplying the UAE labour market with skilled professionals. Today, Liwa University is dedicated to empowering all students to excel both academically and personally by providing them with the finest resources, support, and guidance available. To achieve this goal, Liwa University offers targeted programs and services meticulously designed to enhance academic progress and overall well-being. We proudly offer 30 masters, bachelor’s, and diploma programs across our 4 colleges: College of Media and Public Relations, College of Medical and Health Sciences, College of Business, College of Engineering and Computing with the support of the General Education Department.Position Summary:Provide first-line and second-line technical support to Liwa University staff, faculty, and students across Abu Dhabi and Al Ain campuses. The role is responsible for resolving IT service requests and incidents, supporting end-user devices and applications, maintaining a high level of customer service, and ensuring that IT support activities are completed efficiently in accordance with University procedures and service levels.Duties & Responsibilities:Provide timely technical support to staff, faculty, and students through the IT helpdesk, phone, email, remote support, and onsite assistance.Log, categorize, prioritize, track, and resolve incidents and service requests using the University helpdesk system.Diagnose and resolve desktop, laptop, printer, peripheral, software, network connectivity, and user access issues.Install, configure, upgrade, and maintain computers, laptops, printers, scanners, and other end-user IT equipment.Support Microsoft 365 applications, email, Teams, OneDrive, browsers, and other standard University applications.Troubleshoot basic LAN and Wi-Fi connectivity issues, including IP addressing, DHCP, DNS, gateways, network cables, outlets, and switch-port connectivity. Perform initial network diagnostics using tools such as ping, ipconfig, tracert, and nslookup, and escalate advanced VLAN, switching, firewall, or infrastructure issues to the Network team.Provide basic user support for University systems such as SIS, LMS, ERP, and other approved business applications, escalating when required.Assist users with account access, password resets, multi-factor authentication, and related identity and access issues.Prepare, configure, and deploy IT equipment for new employees, faculty, classrooms, laboratories, and offices.Support employee onboarding, offboarding, device handover, and user access setup in coordination with relevant IT teams.Monitor assigned helpdesk tickets and ensure incidents and requests are resolved within agreed service-level targets.Escalate complex technical issues to system, network, application, cybersecurity, or vendor support teams and follow up until closure.Maintain accurate records of troubleshooting steps, resolutions, equipment assignments, and user communications.Create and update helpdesk knowledge-base articles, user guides, FAQs, and standard troubleshooting procedures.Assist with software installation, approved updates, endpoint configuration, and routine workstation maintenance.Support endpoint security practices by ensuring devices follow University IT policies, security requirements, and approved configurations.Maintain IT asset information and assist with inventory checks, equipment movement, replacement, and disposal processes.Provide technical support for classrooms, computer laboratories, meeting rooms, events, and presentation equipment when required.Perform preventive checks on end-user equipment and report recurring technical issues and improvement opportunities.Provide clear, professional, and customer-focused communication to users throughout the support process.Remain up to date with advances in end-user technologies, helpdesk tools, cybersecurity awareness, and IT support best practices.Contribute to the University’s Corporate Strategic Plan (CSP) and IT Department initiatives related to service quality, digitization, and user support.Knowledge & Skills:Good knowledge of Windows operating systems, Microsoft 365, desktop applications, and common end-user technologies.Practical experience troubleshooting desktops, laptops, printers, peripherals, software, and basic network connectivity issues.Familiarity with IT helpdesk or IT service management systems; ITIL knowledge is an advantage.Basic knowledge of TCP/IP, IP addressing, DHCP, DNS, LAN, Wi-Fi, switches, access points, and VLAN concepts.Ability to troubleshoot basic wired and wireless network issues using diagnostic tools and escalate advanced issues when required.Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are an advantage.Strong written and verbal communication skills in English; Arabic communication skills are an advantage.Excellent customer service, interpersonal, and user-support skills.Ability to explain technical solutions clearly to non-technical users.Good analytical, troubleshooting, and problem-solving skills.Ability to manage multiple tickets, prioritize tasks, and work effectively under pressure.Ability to work independently and collaboratively as part of an IT support team.Flexible working hours and willingness to support both Abu Dhabi and Al Ain campuses when required.Experience: At least 3 years of practical experience in IT helpdesk, desktop support, or end-user technical support.Academic Qualifications:Bachelor's degree or diploma in computer science, information technology, or a related field.