IT Support Officer | First & Second Line Technical Support

About the Role

The IT Support Officer provides first‑line and second‑line technical assistance to end users, ensuring uninterrupted operation of hardware, software, and network infrastructure.

Core Responsibilities

• Deliver prompt first‑line support via phone, email, or ticketing system.
• Troubleshoot and resolve second‑line issues related to operating systems, applications, and network connectivity.
• Maintain and update IT asset inventory and documentation.
• Assist in the deployment, configuration, and patching of desktops, laptops, and peripherals.
• Monitor system performance and escalate critical incidents to senior IT staff.
• Provide user training on basic IT procedures and best practices.

Required Qualifications

• Minimum 2 years of experience in IT support or help‑desk roles.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with common office productivity suites (e.g., Microsoft Office, Google Workspace).
• Understanding of TCP/IP networking, VPN, and Wi‑Fi troubleshooting.
• Excellent communication skills in English.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Preferred Skills

• Experience with ticketing platforms such as ServiceNow or JIRA.
• Basic scripting abilities (PowerShell, Bash) for automation.
• Familiarity with Active Directory and user account management.
• Knowledge of cybersecurity best practices.

What Makes This Opportunity Stand Out

• Dynamic work environment in Muscat, offering exposure to a diverse IT landscape.
• Opportunities for professional growth and certification support.
• Collaborative team culture focused on continuous improvement.
• Competitive compensation package.