Technology Helpdesk Support & Operations Coordinator

Tech Hive UAE is a technology solutions company providing AI, Cloud Computing, DevOps, Web & Mobile Application Development, SaaS Solutions, eCommerce, and Digital Transformation services to clients across the UAE and international markets.We are looking for a technically capable Technology Helpdesk Support & Operations Coordinator to provide day-to-day technical support, troubleshoot IT issues, coordinate service requests, and maintain smooth technology operations.About the RoleThe role combines helpdesk support, technical troubleshooting, IT operations, user assistance, system administration, device management, and incident coordination.You will work with employees, clients, developers, DevOps teams, cloud teams, and management to resolve technical issues efficiently and maintain reliable IT services.Key ResponsibilitiesProvide first- and second-level technical support to employees and users.Respond to technical issues through helpdesk tickets, email, chat, and remote-support sessions.Create, categorize, prioritize, assign, and track support tickets.Troubleshoot hardware, software, operating system, network, and application issues.Diagnose Windows, Linux, macOS, and common productivity-software problems.Assist users with system configuration, software installation, updates, and troubleshooting.Support user account creation, modification, access, and deactivation.Manage basic permissions and access requests.Troubleshoot internet, Wi-Fi, VPN, DNS, and connectivity issues.Support printers, scanners, monitors, laptops, desktops, and other IT equipment.Install, configure, and maintain approved software and applications.Support Microsoft 365 and Google Workspace environments.Assist with email configuration, account access, and mailbox-related issues.Troubleshoot browser, application, and authentication problems.Coordinate with cloud, DevOps, development, and security teams for complex issues.Escalate incidents according to established support procedures.Monitor unresolved tickets and ensure timely follow-up.Maintain accurate records of incidents, resolutions, assets, and user requests.Document troubleshooting procedures and maintain internal knowledge-base articles.Assist with onboarding and offboarding technology requirements.Prepare laptops, accounts, applications, and access for new employees.Recover company equipment and disable access during employee offboarding.Maintain IT asset and equipment records.Track hardware assignments, warranties, licenses, and replacements.Support endpoint security, antivirus, MFA, and basic security controls.Assist with system updates, patches, backups, and maintenance activities.Prepare regular IT support and operations reports.Identify recurring technical problems and recommend process improvements.Required Qualifications2+ years of professional experience in IT Support, Helpdesk, Technical Support, IT Operations, or a related role.Bachelor's degree or diploma in Computer Science, Information Technology, or a related discipline.Strong troubleshooting skills across hardware, software, operating systems, and networks.Practical experience with Windows environments.Working knowledge of Linux and macOS is an advantage.Good understanding of networking fundamentals.Experience with ticketing and incident-management systems.Familiarity with Microsoft 365 and/or Google Workspace.Basic understanding of Active Directory or Microsoft Entra ID.Familiarity with VPNs, DNS, DHCP, TCP/IP, Wi-Fi, and firewalls.Strong customer-service and communication skills.Excellent written and verbal English communication.Strong organizational and time-management skills.Ability to manage multiple support requests and priorities.Ability to work independently in a remote environment.Preferred Technical SkillsOperating SystemsWindows 10 / 11Windows ServerLinuxmacOSUbuntuIdentity & AccessActive DirectoryMicrosoft Entra IDMicrosoft 365Google WorkspaceMFAUser provisioningAccess managementPassword managementNetworkingTCP/IPDNSDHCPVPNWi-FiLAN/WANFirewallsNetwork troubleshootingRemote accessHardware & DevicesLaptopsDesktopsPrintersScannersMonitorsMobile devicesRoutersNetwork equipmentPeripheral devicesHelpdesk & OperationsExperience with:Jira Service ManagementServiceNowFreshdeskZendeskZoho DeskClickUpRemote-support toolsKnowledge-base systemsSecurityBasic knowledge of:Endpoint protectionAntivirusMFAAccess controlSecurity patchingDevice securityPassword policiesPhishing awarenessSecurity incident escalationPreferred ExperienceExperience supporting technology environments involving:Software development teamsSaaS platformsCloud infrastructureRemote employeesWeb applicationsMobile applicationsMicrosoft 365Google WorkspaceAWS / Azure / GCPIT asset managementExperience with AWS, Azure, Google Cloud, Docker, basic scripting, endpoint management, or cloud-based IT operations will be an advantage.Key Performance IndicatorsPerformance may be evaluated based on:Ticket response timeTicket resolution timeSLA complianceFirst-contact resolution rateOutstanding ticket volumeRecurring issue reductionUser satisfactionAsset-record accuracyIncident escalation efficiencyDocumentation qualityWhat We OfferPermanent, full-time employment100% remote working environmentCompetitive salary based on skills and experienceOpportunity to work with UAE and international teamsExposure to cloud, AI, DevOps, SaaS, cybersecurity, and modern IT infrastructureCollaboration with technical and business teamsProfessional learning and career growth opportunitiesOpportunity to work in a technology-focused environmentHow to ApplySend your updated CV to:hr@techhive.aeSubject: Technology Helpdesk Support & Operations Coordinator – UAE#TechHiveUAE #ITSupport #Helpdesk #TechnicalSupport #ITOperations #SystemSupport #Microsoft365 #Networking #CloudSupport #ITJobs #UAEJobs #RemoteJobs