IT Support Specialist

Black Pearl Consult

. Provide first-level IT support through remote access tools, email, chat, and other communication channels.

Posted 10/9/2026full-timeRemote • United Arab EmiratesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-level IT support, troubleshooting Windows and macOS issues, and assisting users with Microsoft 365 applications. Proficient in managing support requests, following IT security policies, and utilizing remote support tools effectively.

Highest-signal resume keywords

IT Support ExperienceWindows 10/11 TroubleshootingMicrosoft 365 ApplicationsRemote Desktop ToolsBasic Networking Concepts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingWindows Operating SystemMicrosoft 365Network ConnectivityVPNDNSComputer HardwareApplication InstallationUser Access ManagementCybersecurity Practices

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsTime ManagementIndependence

Tools & Technologies

Remote Access ToolsTicketing SystemsHelp-Desk PlatformsMicrosoft Entra IDMicrosoft Intune

Certifications & Qualifications

Bachelor's Degree in Information Technology

Industry Keywords

IT SupportHelp DeskTechnical SupportEmployee OnboardingIT Security Procedures

Tech Stack

Tools & technologies

AzureCyber SecurityDNSMacOS

About the role

Key responsibilities & impact

Provide first-level IT support through remote access tools, email, chat, and other communication channels.
Troubleshoot Windows operating system issues, application errors, system performance, and software installation problems.
Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
Resolve basic account access, password reset, and user permission issues.
Troubleshoot network connectivity, Wi-Fi, internet, VPN, and basic DNS-related issues.
Assist with printer, monitor, keyboard, mouse, and other peripheral-related problems.
Install, configure, update, and troubleshoot commonly used business applications.
Support employee onboarding and offboarding by following established IT procedures.
Document support requests, troubleshooting steps, and resolutions accurately.
Monitor incoming IT requests and ensure timely responses and follow-ups.
Follow IT security policies and report suspicious emails, potential security incidents, and unauthorized access attempts.
Escalate complex technical issues requiring administrator-level access or advanced troubleshooting.
Perform routine IT checks and administrative tasks as assigned.

Requirements

What you’ll need

Bachelor's degree in Information Technology/ any related field.
Basic knowledge of Windows 10/11 and macOS troubleshooting.
Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN.
Strong troubleshooting, analytical, and problem-solving skills.
Good English communication skills and the ability to assist non-technical users.
Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
Reliable internet connection and a suitable work setup for remote support.
Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
Experience using remote desktop or technical support tools.
Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
Familiarity with ticketing systems and help-desk platforms.
Basic understanding of cybersecurity practices and IT security procedures.

Benefits

Comp & perks

Remote work arrangement
Reliable internet connection and a suitable work setup for remote support