IT / Helpdesk Coordinator

Job description

• Act as the first point of contact for internal IT support requests, including hardware, software, network, email and printers.
• Set up, configure and maintain desktops, laptops, mobile devices and peripherals for staff.
• Manage user accounts, permissions and access across company systems (email, ERP, etc.).
• Monitor and maintain the office network, Wi-Fi and basic server infrastructure.
• Troubleshoot and resolve hardware and software issues on time, escalating complex issues as needed.
• Maintain the IT asset inventory (laptops, licenses, network equipment).
• Support video conferencing, meeting room AV setups and office IT equipment.
• Apply basic cybersecurity practices, including antivirus updates, backups and password policies.
• Provide first-level technical support to sales staff, resellers and installers on surveillance products (network connectivity, IP configuration, firmware updates).
• Coordinate with vendor technical support teams on advanced issues and RMA cases.
• Support product demos, testing and configuration of experience centre and demo units, and maintain training centre equipment.
• Maintain the internal knowledge base, FAQs and troubleshooting guides.
• Provide basic training to staff on IT tools and systems.
• Assist with IT procurement quotes, authorization and confirmation letters, and authority approvals.

Skills

Skills

Requirements

• Diploma or Bachelor’s degree in Information Technology, Computer Science or a related field.
• 1–3 years of experience in an IT support or helpdesk role.
• Solid understanding of Windows OS, basic networking (TCP/IP, DHCP, DNS, VLANs) and hardware troubleshooting.
• Familiarity with Active Directory and user account management.
• Basic understanding of IP-based devices and networks.
• Comfortable learning vendor-specific tools; knowledge of ticketing systems (Freshdesk, Zendesk or similar) is a plus.
• Strong communication skills, with the ability to explain technical issues to non-technical users.
• Good problem-solving skills and a customer-service mindset.
• Ability to prioritize and manage multiple support requests.
• Exposure to CCTV / video surveillance or the security industry is an advantage.
• Certifications such as CompTIA A+, Network+ or similar are an advantage.
• Fluent English is required; Arabic is an advantage.