IT Support Specialist | AURAK Ras Al Khaimah

Job Description

The American University of Ras Al Khaimah (AURAK) is seeking a proactive, customer-focused, and technically skilled IT Support Specialist to join its Office of Information Technology.

The position provides frontline technical support to students, faculty, and staff while helping maintain the University’s IT infrastructure, desktop systems, applications, classroom technologies, networks, and related services.

Employer: American University of Ras Al Khaimah (AURAK)
Department: Office of Information Technology
Location: Ras Al Khaimah, United Arab Emirates
Position: IT Support Specialist
Field: Information Technology / IT Support

IT Support Specialist UAE – Position Overview

The IT Support Specialist is responsible for providing technical support and helping maintain reliable day-to-day technology operations across AURAK.

The successful candidate will troubleshoot hardware, software, network, and system issues while supporting end users and maintaining IT equipment and applications.

The role combines:

• Help desk and desktop support.
• Hardware troubleshooting.
• Software support.
• Microsoft 365 administration.
• Active Directory support.
• Windows and macOS support.
• Network connectivity.
• Classroom technology.
• IT asset management.
• Information security.
• Customer service.

The successful candidate will work closely with students, faculty, and staff in a technology-driven university environment.

End-User Technical Support

The IT Support Specialist will provide first-line technical assistance for University users.

Responsibilities include:

• Diagnosing hardware issues.
• Troubleshooting software problems.
• Supporting operating systems.
• Resolving IT service issues.
• Assisting students, faculty, and staff.
• Escalating issues where appropriate.

Strong troubleshooting and problem-solving skills are therefore essential.

Hardware and Peripheral Support

The successful candidate will install, configure, and maintain IT equipment including:

• Desktop computers.
• Laptops.
• Printers.
• Scanners.
• Other peripherals.

The role also includes preventive maintenance and regular equipment health checks.

Microsoft 365 and Active Directory

The vacancy requires experience supporting Microsoft technologies.

Responsibilities include:

• Supporting Microsoft 365 applications.
• Assisting with user accounts.
• Active Directory administration.
• Resolving account-related issues.
• Supporting end-user access to University technology services.

Candidates should demonstrate good working knowledge of both Microsoft 365 and Active Directory.

Windows and macOS Support

The successful candidate will troubleshoot and resolve incidents across:

• Windows environments.
• macOS environments.

Applicants should therefore be comfortable supporting users across multiple desktop operating systems.

Classroom Technology and Audio-Visual Support

The IT Support Specialist will help maintain technology used in learning spaces.

Responsibilities include supporting:

• Classroom technology.
• Audio-visual systems.
• Technology-enabled learning spaces.
• Related classroom equipment and services.

Previous experience supporting classroom technology or AV systems is preferred.

IT Service Management

The position includes responsibility for managing support requests through the University’s IT service-management processes.

The successful candidate will:

• Track service requests.
• Document incidents.
• Resolve support tickets.
• Maintain accurate support records.
• Help ensure timely service delivery.

Professional IT Service Management certification is identified as relevant to the role, while ITIL certification is specifically preferred.

IT Asset Management

The successful candidate will maintain accurate IT asset information.

Responsibilities include:

• Maintaining asset inventory records.
• Tracking IT equipment.
• Supporting equipment lifecycle management.
• Updating records when equipment is deployed, replaced, or retired.

Accuracy and attention to detail are important aspects of this responsibility.

Networking and IP Telephony

The IT Support Specialist will provide support for:

• Wired network connectivity.
• Wireless network connectivity.
• IP telephony services.

Candidates should therefore have a practical understanding of networking concepts and IT infrastructure.

Technology Deployment

The successful candidate will support the implementation of new technology solutions.

This may include:

• Deploying applications.
• Installing new technologies.
• Configuring systems.
• Assisting with technology upgrades.
• Supporting implementation of new IT services.

Information Security

The role requires compliance with recognised information-security practices.

Responsibilities include:

• Following IT security best practices.
• Supporting endpoint-security measures.
• Helping protect University devices and systems.
• Applying relevant institutional IT procedures.

Essential Qualifications

Applicants must hold a:

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

Professional Certifications

Candidates should hold professional certifications such as:

• Microsoft certifications.
• CompTIA certifications.
• Cisco certifications.
• IT Service Management certifications.

The vacancy does not identify one specific certification from these categories as mandatory.

Experience Requirement

Applicants must have at least:

• Three years of hands-on experience in IT Support, Help Desk, or Desktop Support.

Relevant experience should demonstrate practical involvement in diagnosing and resolving end-user technology issues.

Preferred Qualifications and Experience

The following are preferred:

• ITIL certification.
• Previous experience in a higher-education environment.
• Experience supporting classroom technology.
• Experience supporting audio-visual systems.

Required Skills and Competencies

AURAK is seeking candidates with:

• Strong troubleshooting skills.
• Strong problem-solving ability.
• Excellent customer-service skills.
• Effective communication skills.
• Good Windows knowledge.
• Good macOS knowledge.
• Good Microsoft 365 knowledge.
• Working knowledge of Active Directory.
• Understanding of networking concepts.
• Understanding of IT infrastructure.
• Ability to manage multiple priorities.
• Ability to work in a fast-paced environment.
• Teamwork.
• Professionalism.
• Commitment to service excellence.

Working at AURAK

Technology plays an important role in supporting teaching, learning, and University operations at the American University of Ras Al Khaimah.

The IT Support Specialist will work within the University community while supporting technology used by:

• Students.
• Faculty.
• Administrative staff.
• Teaching and learning spaces.

The position offers an opportunity to contribute to the effective operation of technology services across the institution.

How to Apply

Candidates interested in the position should apply through the application method specified by the American University of Ras Al Khaimah.

Applicants should ensure their CV clearly demonstrates:

• Relevant degree qualification.
• Professional IT certifications.
• At least three years of hands-on IT support experience.
• Microsoft 365 knowledge.
• Active Directory experience.
• Windows and macOS support.
• Networking knowledge.
• Hardware and peripheral support.
• IT service-management experience.
• Classroom or AV support experience, where applicable.

Job Summary

Employer	American University of Ras Al Khaimah (AURAK)
Department	Office of Information Technology
Location	Ras Al Khaimah, United Arab Emirates
Position	IT Support Specialist
Field	Information Technology / IT Support
Required Qualification	Bachelor’s degree in Computer Science, Information Technology, or related field
Experience Requirement	Minimum 3 years in IT Support, Help Desk, or Desktop Support
Certifications	Microsoft, CompTIA, Cisco, or IT Service Management certification
Preferred Certification	ITIL
Core Technologies	Microsoft 365, Active Directory, Windows, macOS
Other Technical Areas	Networking, IP telephony, hardware, peripherals, classroom and AV technology
Preferred Experience	Higher education and classroom/audio-visual support
Application Deadline	Not stated