Specialist - IT Support | Sorbonne University Abu Dhabi

Specialist - IT Support

Job Category : Administrative

Job Type : Full Time

Job Reference Number : HR-FT-04-2026

Job Open Date : 2026-01-21 - Deadline: 2026-02-21

Job Location : Abu Dhabi, UAE

Job Description

To provide first-line technical support to users through the IT Helpdesk, resolving issues related to desktop hardware, software, networking, and commonly used applications such as email, web browsers, and office productivity tools. The specialist will also support the university’s computer labs by ensuring the proper setup of software applications, routine maintenance, and the continued functionality of lab devices.

Key Accountability

Provide first-level technical support through various channels, including in-person, phone, email, and remote assistance to faculty, staff, and students.
Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
Install, configure, and maintain operating systems, software applications, and updates.
Manage wireless networks and access points, including configuration, monitoring, and performance optimisation, including LAN, Wi-Fi, and VPN.
Manage Active Directory user accounts, groups, organisational units, and permissions.
Support integration with Entra ID (Azure AD) and ensure compliance with access control policies.
Assist with access reviews, audit support, and compliance requirements.
Assist in the setup and configuration of IT devices, such as mobile devices, including smartphones and tablets.
Collaborate with team members to escalate complex technical issues and ensure timely resolution.
Maintain and update documentation related to IT procedures, service catalogue, configurations, and troubleshooting steps.
Monitor and maintain IT inventory, including hardware and software licenses.
Assist with the onboarding and offboarding processes for employees, ensuring smooth access to IT resources.
Stay up to date with the latest technology trends, tools, and best practices in IT support.
Educate users on basic IT procedures and best practices to enhance their efficiency and productivity.
Conduct periodic training sessions and workshops for employees to enhance their IT skills.
Implement and enforce security measures and protocols to safeguard data and systems.
Participate in IT projects and initiatives as assigned by the supervisor.
Assist students in operating lab software as instructed by faculty.
Assist students and faculty in operating academic systems (Banner, Blackboard, and exam engine).

Qualification

Minimum Qualifications

Bachelor’s degree in Information Technology or a related subject.

Minimum Experience

Three to five years of experience in Technical Helpdesk, Field Service, Classroom Technology, or Instructional Design, supporting end-user computers in a networked environment within the Higher Education sector.

Job-Specific Skills

Knowledge of helpdesk procedures.
Good understanding of desktop and network applications and systems, including MS Office, email, internet technologies, academic and administrative systems, and computing and telecommunication equipment.
Knowledge of computer and network systems troubleshooting.
Knowledge of classroom and e-learning technology, including data projectors, control panels, and Blackboard LCMS.
Working knowledge and ability to maintain Crestron and/or Extron control systems.
Writing, editing, and proofreading skills.
Logical and systematic problem-solving ability.
Customer service skills.
Customer relationship management applications knowledge.
Strong communication skills.
Ability to maintain confidentiality of information.

Specialist - IT Support