IT Support Officer Level 2

About the role

The IT Support Officer (Level 2) provides technical and operational support to the university community, ensuring the end-to-end readiness of its digital environment. The role maintains professional standards for administrative and academic hardware, software and network services, keeps meticulous records and coordinates with various units so that students and faculty are supported by reliable technology.

Key responsibilities

• Resolve escalated (L2) hardware, software and network issues, and monitor IT systems daily for performance and reliability.
• Install, configure and maintain computers, operating systems and peripheral devices.
• Maintain audit-ready digital and physical records of IT assets and incidents.
• Prepare IT labs, including software updates and system installations, and provide hands-on support for university events and teaching equipment.
• Act as the main contact for classroom IT requests and audiovisual support, and coordinate with IT teams on complex issues.
• Ensure compliance with university bylaws and security standards, run system checks, report on asset status and update student and incident information systems with resolution status.

Required profile

• Bachelor's degree in IT, Computer Science or a related field.
• 2-4 years of experience in IT support or high-volume service roles.
• Proficiency in English, Arabic and French.
• Preferred: MCSE certificate and experience with academic training environments and event logistics.

Required skills

• Strong knowledge of Windows and Mac OS and Microsoft Office Suite.
• Hardware troubleshooting and database management.