IT Support Administrator – Dubai University

Job Description

IT Support Administrator – Dubai University

Location: Dubai, United Arab Emirates | Institution: Dubai University | Employment Type: Full-Time | Posting Date: May 6, 2026

Job Purpose

The IT Support Administrator is primarily responsible for providing Level-2 user support and day-to-day IT operational support across the organization. In addition to end-user support, the role includes assisting with basic IT infrastructure services such as endpoint management, centralized printing, audio-video systems, conferencing solutions, telephony, and entry-level network administration, under the guidance of senior IT staff.

Key Responsibilities

End-User & IT Support (Primary Responsibility)

• Respond to technical support requests through calls, emails, and IT service desk tickets
• Diagnose and resolve Level-2 hardware, software, operating system, and basic network issues
• Install, configure, and support desktops, laptops, printers, scanners, and standard business applications
• Perform OS installation, system re-imaging, endpoint hardening, and user device setup
• Support user profile migration and data recovery during system replacement or user onboarding

Identity, Email & Microsoft 365 Administration

• Create, modify, and manage user accounts, security groups, and permissions in Active Directory/Microsoft Entra
• Assist with Group Policy (GPO) application and troubleshooting
• Support basic administration of DNS and DHCP services
• Manage user mailboxes, distribution groups, and email access as per approved requests
• Provide administrative support for Microsoft Teams, SharePoint Online, and OneDrive for Business
• Support user onboarding and offboarding activities across Microsoft 365
• Assist with Intune / ITCM for endpoint enrollment, compliance policies, patching, and configuration

Endpoint, Patch & Device Management

• Assist with ITCM / endpoint management platforms for device monitoring, patch deployment, and policy enforcement
• Perform operating system and third-party application patching on endpoints
• Ensure endpoint security, antivirus, and compliance standards are maintained
• Support centralized endpoint reporting and basic remediation tasks

Centralized Systems & Campus IT Support

• Support centralized printer management, including print queues, access control, and troubleshooting
• Assist with queue management systems (where applicable) and end-user issue resolution
• Support Audio-Visual (AV) systems, including classroom and meeting room setups
• Assist with audio/video programming, conferencing systems, and meeting support
• Provide operational support for video conferencing platforms and room scheduling systems

Network & Telephony Support (Basic Level)

• Perform basic configuration and troubleshooting of standalone switches under guidance
• Support LAN and Wi-Fi connectivity issues at Level-2
• Assist with telephonic systems, extensions, and basic call-related troubleshooting
• Coordinate with vendors or senior IT staff for advanced network or telephony issues

Security, Access & Monitoring

• Assist in maintaining access control systems as per authorized requests
• Support campus AV (audio-visual) and classroom systems monitoring
• Follow IT security policies, standards, and operational guidelines

Asset, Documentation & Reporting

• Maintain accurate inventory of IT hardware and software assets
• Document incidents, solutions, and standard procedures in the IT service desk portal
• Maintain knowledge base articles for recurring issues
• Prepare basic operational reports as requested by the supervisor

Performance Criteria

• Response and Resolution Time
• Setup and Installation Efficiency
• System and Network Maintenance
• User Satisfaction and Compliance

Preferred Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field

Experience

• 3 to 5 years’ experience in a technical support role

Competencies

• Excellent organizational abilities and customer service skills
• Ability to operate effectively and professionally under pressure
• Good knowledge of Microsoft and common applications
• Ability to collaborate and improve the quality of IT processes, services, and products
• Ability to successfully perform job duties in accordance with defined procedures and with limited supervision
• Flexibility with work shifts and on-demand needs

Job Summary

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