IT Support Associate

Founded in ‎1984, APCO Worldwide is an award-winning, independently owned
global communication and business strategy firm with offices in major cities
throughout North America, Europe, the Middle East, Africa and Asia. APCO
combines a global perspective with local expertise to help clients around the
world manage challenges, opportunities, perceptions and reputations. APCO
clients include corporations and governments; industry associations and
nonprofit organizations; and six of the top ‎10 companies on the Fortune ‎500.
The firm is a majority women-owned business.
The IT Associate works to ensure a smooth operational technology environment
through proactive engagement with our staff as requirements, issues or
problems arise. The IT Associate will be a part of an integrated global team
providing quality guidance and support to colleagues locally and across the
APCO network. The role offers extensive on-the-job learning opportunities and
you will be working with the very latest hardware and collaboration
technologies.
The most important qualities for success in this role are:
* A genuine interest in technology.
* Determination, adaptability, independence and the ability to "find" work.
* Effective prioritization and organizational skills
* Empathetic communication skills
* Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking
Primary Responsibilities:
* Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
* Will be working on shifts, part of 24x7 helpdesk team based in Dubai.
* Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.
* Engage service providers and vendors in logging support or service tickets as required or assigned.
* Participate in projects to improve service provision, performance or to resolve an ongoing requirement.
* Other responsibilities as assigned.
Qualifications:
* BA/BS or Technical degree in Information Technology related field is highly desirable
Required Knowledge/Experience:
* ‎2-‎3 years of relevant experience, ideally with a professional services firm.
* Experience in Tier ‎1 or Tier ‎2 helpdesk support
* Supporting PC and Mac hardware, peripherals and networking technologies.
* Hardware and software troubleshooting techniques, tools and utilities
* Windows, MacOS, IOS and their cloud management platforms e.g. InTune, jamfpro
* Experience with managing and troubleshooting windows, MacOS and IOS devices
* Office365 or other business productivity suite administration experience
* Familiar with Azure AD, user management, sharepoint etc
* Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
* Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner
About APCO Worldwide in MENA Region

Home to some of the fastest growing economies in the world, the Middle East
and North Africa region has a pivotal role to play in driving global
conversations - from environmental policies to religion and pop culture. The
UAE and Saudi Arabia are clear leaders in this equation, although the wave of
innovation continues to transcend borders.
APCO launched its regional operations in ‎2006 in Dubai. Growing from a team of
less than ‎10 consultants, APCO today has over ‎200 people from ‎26 countries
working in teams across Dubai, Abu Dhabi, Riyadh, Manama and Kuwait and our
projects take us to countries across the region and the Levant. APCO was
awarded Best Agency in the Middle East by PRWeek in ‎2019 and Best Agency to
Work for: EMEA Network by PRovoke Media in ‎2017 and ‎2019.
With a portfolio of over ‎100 clients, APCO's MENA offices deliver public
relations and digital communication support across health, food, consumer &
retail, finance, technology, real estate & hospitality, non-profit and public
affairs practices. The region also offers specialized services, created for
the Middle East, such as our Build-Operate-Transfer (BOT) model and our
Compass and License to Operate offerings.
In addition, APCO's global AI Comms Lab, a first-of-its-kind innovation center
which utilizes artificial intelligence to build and protect the reputations of
major global brands, governments and organizations is driven from the Dubai
office.
From helping governments connect with the private sector and civil society, to
supporting the Pope's historic visit to the region and launching iconic brands
and destinations, we understand the nuances of the MENA region and pride
ourselves on making an impact