Infrastructure Support Associate

Description:

Key Responsibilities:

• Provide first-line IT support to end users and manage service requests.
• Triage and allocate tickets to appropriate IT team members.
• Manage IT infrastructure, data security, and network integrity.
• Support service delivery, incident response, and problem resolution.
• Work with third-party vendors for system and network support.
• Assist in Business Continuity Planning (BCP) and Disaster Recovery Planning (DRP).
• Administer and maintain systems (hardware and software) and ensure smooth operations.
• Follow up on SOC alerts and ensure timely resolution.
• Prepare technical and user documentation.

Ecosystem & Technologies:

• Windows servers & desktops, Active Directory, Exchange, Exchange Online
• Fortinet Firewall (IDS/IPS), Wi-Fi, network, security, email filtering
• Azure, Intune, Office 365 suite of applications (Teams), Windows 11, Copilot AI
• Patching, virtualization, telephony, cloud services, SOC services, monitoring solutions

Qualifications:

• Bachelor’s Degree in Computer Science or relevant professional certifications.
• Minimum 3 years of experience in infrastructure operations, network management, and service delivery.
• Strong communication skills (written, spoken, and presentation) in English (Arabic is a plus).
• Experience managing outsourced services and vendors.
• Good knowledge of Office 365, Azure, Intune, Windows 11, and security policies.

Competencies:

• Analytical and accuracy-driven mindset.
• Knowledge of business processes and IT applications.
• Excellent relationship management and communication skills.
• Ability to coach and support team members, in line with the nationalization