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Operations Technician
SANS Institute
Dubai, UAE
Full Time
Junior
Onsite
1 months ago
Audio Visual EquipmentNetwork InfrastructureTroubleshootingWindows/macOSMicrosoft 365Active Directory
Free
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Audio Visual EquipmentNetwork InfrastructureTroubleshooting
About the Role
SANS Institute is hiring an Operations Technician to support network and AV systems at live training events in the META region. The role includes event setup, IT support, and network maintenance.
Key Skills for This Role
Audio Visual EquipmentNetwork InfrastructureTroubleshootingWindows/macOSMicrosoft 365Active Directory
Responsibilities
- Assist in setup, configuration, and delivery of SANS training events across META region.
- Install and support network infrastructure at events including routers, switches, and wireless access points.
- Set up and maintain audio visual equipment including projectors, screens, microphones, and video conferencing systems.
- Provide on site technical support during events to instructors, TAs, and students.
- Provide first and second line technical support for hardware, software, and systems.
- Manage user accounts, access rights, and permissions in Active Directory/Entra ID.
Requirements
- Degree in a technology focused discipline or equivalent combination of education and experience
- 1 3 years of hands on experience installing Audio Visual equipment and configuring computer networking equipment
- Fluency in English and Arabic
- Ability to travel around META region
Full Job Posting
Description
- Assist in deployment and support of SANS network and AV systems at live training events in META region, and support live online streaming platforms.
Events & Audio Visual (AV) Operations
- Assist Senior or Lead Operations Technician in setup, configuration, and delivery of training events.
- Install and support network infrastructure at events.
- Set up and maintain audio visual equipment.
- Provide on site technical support during events.
- Troubleshoot network, AV, and streaming platform issues.
- Carry out pre event testing and daily room checks.
- Support recording, uploading, and validation of course content.
- Assist with virtual lab environments and VM functionality.
IT Support & End User Services
- Provide first and second line technical support for hardware, software, and systems.
- Diagnose and resolve issues across Windows/macOS, Microsoft 365, and endpoint devices.
- Manage user accounts, access rights and permissions.
- Perform device setup, imaging, configuration, onboarding and offboarding.
- Configure and maintain employee laptops.
- Maintain asset inventory and lifecycle management.
- Provide Service Desk triage and response.
Network, Systems & Infrastructure Support
- Support LAN/WAN connectivity and Wi Fi networks.
- Perform basic network troubleshooting.
- Monitor network performance and escalate issues.
- Assist with setup and maintenance of network hardware.
- Develop knowledge of networking technologies.
Systems Maintenance & Security
- Perform routine system checks and preventative maintenance.
- Apply patches, updates, and security fixes.
- Monitor alerts and respond to incidents.
- Ensure backup processes are functioning correctly.
- Follow IT security policies and support MFA, endpoint protection, and access control.
- Identify and escalate security risks or incidents.
- Ensure compliance with internal IT and data protection standards.
Incident, Service & Vendor Management
- Log, track, and resolve tickets using ITSM tools.
- Prioritise issues based on impact and urgency.
- Meet SLAs and escalate complex issues.
- Liaise with external vendors for hardware support and repairs.
- Liaise with external vendors for Network/ISP issues.
- Track and manage procurement and maintenance of IT/AV equipment.
Documentation, Continuous Improvement & Collaboration
- Maintain accurate documentation of systems and procedures.
- Create and update knowledge base articles.
- Document recurring issues and contribute to improvements.
- Identify opportunities to improve user experience, system performance and support processes.
- Collaborate with IT, facilities, and event teams.
- Communicate clearly with technical and non technical users.
- Support cross functional initiatives.
- Stay up to date with new technologies, tools and best practices.
Skills, Knowledge and Expertise Essential
- Degree in a technology focused discipline or equivalent.
- 1 3 years hands on experience installing AV equipment and configuring computer networking equipment.
- Fluency in English and Arabic.
- Commitment to continuous learning.
- Ability to work independently and under pressure.
- Excellent interpersonal skills.
- Proficient with various AV technologies.
- Familiar with wired/wireless network concepts.
- Familiar with troubleshooting availability and performance issues.
- Familiarity with network monitoring.
- Strong listening skills.
- Ability to build and maintain working relationships.
Desirable
- Experience in Cyber Security sector.
- Experience with Internet Service Providers/Network Service Providers.
- Ability to identify and solve technical issues in dynamic/unknown network topologies.
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