IT Officer-International Uni. Kuwait

By International University of Kuwait, Kuwait               Qualification: 

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

Experience:

• Minimum of 2-3 years of experience in an IT support role, preferably within a higher education or similar institutional environment. Experience with ticketing systems and IT service management (ITSM) best practices. Experience with macOS and Linux operating systems.
• Technical Skills: Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite (365). Proficiency in hardware troubleshooting and software installation for desktop and laptop PCs. Familiarity with cloud-based solutions (e.g., cloud antivirus, cloud printing systems). Basic understanding of network concepts (TCP/IP, Wi-Fi connectivity). Technical Skills (Optional): Knowledge of Active Directory and user account management.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).

Roles & Responsibilities:

• Technical Support & End-User Assistance: Provide efficient and timely technical support to the entire IUK community (staff, faculty, and students) for hardware, software, and network-related issues. Act as the primary point of contact for helpdesk inquiries, troubleshooting end-user issues, resolving incidents as they are reported, and ensuring tickets are closed with documented resolutions. Follow up on escalated tasks and incidents until successfully resolved and closed, ensuring user satisfaction.
• System & Software Management: Prepare and configure PCs for staff and faculty with all required software applications, ensuring readiness for use. Handle IT-related aspects of employee onboarding and off boarding processes, including account creation/deletion, equipment allocation/retrieval, and access management. Manage and maintain the institution’s cloud-based antivirus solution, ensuring all systems are protected from threats. Administer and support MPF cloud-based printing system, including managing user quotas and controlling color printing access. Install and configure network and local printers and provide comprehensive support to end-users for all printing-related issues. Install, configure, and troubleshoot PCs and related peripherals in computer labs, testing centers, and library facilities. Support the Time Attendance system, including configuring user shifts and assigning users to different groups as needed. Multimedia & Audiovisual Support: Provide comprehensive multimedia support for classrooms, conference rooms, the auditorium, and other campus venues, including projector setup, audio configuration, and presentation assistance. IT Asset Management: Maintain an accurate and up-to-date inventory of all IT equipment, including hardware specifications, software licenses, and warranty details. Coordinate the repair process for faulty equipment, sending items to the workshop and diligently following up with vendors to ensure timely resolution.
• Process Improvement & Collaboration: Make recommendations to the IT Manager for improving existing IT systems, processes, and service delivery. Cooperate and coordinate effectively with colleagues from other IT sections (e.g., Network, Systems) to ensure seamless IT operations.