Job Description

Roles & Responsibilities

Provide hands-on, on-site maintenance and troubleshooting for local office infrastructure, including networking hardware, switches, firewalls, and server racks. Manage all support activities strictly through the ticketing system. Ensure every issue whether an infrastructure fault or a user request is properly logged, categorized, prioritized, and tracked from initiation to resolution. Serve as the primary point of contact for Jordan-based users, resolving technical challenges promptly to minimize downtime and maximize productivity. Oversee the full lifecycle of IT hardware and software assets within the local branch using the IT Asset Management system. Collaborate with global IT teams to implement ITIL best practices and align local operations with corporate security standards.

Technical Skills

Infrastructure & Networking: Foundational knowledge and practical experience in basic network support, including configuration and troubleshooting of switches, firewalls, and routing.

Ticketing & SLA Management: Strong proficiency in working within ticket-driven environments (e.g., Jira Service Management), with a disciplined approach to documentation and SLA compliance.

Asset Management Systems: Practical experience using IT Asset Management tools to log, track, and audit physical hardware and software licenses.

AI Knowledge: Foundational understanding or practical familiarity with AI tools and applications to enhance internal IT workflows and automation.

Desired Candidate Profile

Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.

ITIL Foundation certification (or higher) is highly preferred / required.

Additional certifications (e.g., CCNA, CompTIA Network+) are beneficial.

Experience: 2-4 years of on-ground technical support experience, with a heavy focus on network infrastructure maintenance and ticket-based operations management.