FreeHire

Delivery Hero

IT Support

Show

Key Responsibilities

  • On-Ground Infrastructure Support: Provide hands-on, on-site maintenance and troubleshooting for local office infrastructure, including networking hardware, switches, firewalls, and server racks.

  • Ticket-Driven Workflow: Manage all support activities strictly through the ticketing system. Ensure every issue—whether an infrastructure fault or a user request—is properly logged, categorized, prioritized, and tracked from initiation to resolution.

  • User Experience Optimization: Serve as the primary point of contact for Jordan-based users, resolving technical challenges promptly to minimize downtime and maximize productivity.

  • Asset Management: Oversee the full lifecycle of IT hardware and software assets within the local branch using the IT Asset Management system.

  • Operational Alignment: Collaborate with global IT teams to implement ITIL best practices and align local operations with corporate security standards.

Technical Skills

  • Infrastructure & Networking: Foundational knowledge and practical experience in basic network support, including configuration and troubleshooting of switches, firewalls, and routing.

  • Ticketing & SLA Management: Strong proficiency in working within ticket-driven environments (e.g., Jira Service Management), with a disciplined approach to documentation and SLA compliance.

  • Asset Management Systems: Practical experience using IT Asset Management tools to log, track, and audit physical hardware and software licenses.

  • AI Knowledge: Foundational understanding or practical familiarity with AI tools and applications to enhance internal IT workflows and automation.

  • Education: Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.

  • ITIL Foundation certification (or higher) is highly preferred / required.

  • Additional certifications (e.g., CCNA, CompTIA Network+) are beneficial.

  • Experience: 2–4 years of on-ground technical support experience, with a heavy focus on network infrastructure maintenance and ticket-based operations management.