Information Technology Support Technician

IT SUPPORT TECHNICIAN (LEVEL 1/2)Job DescriptionINTRODUCTIONATOM is the end-to-end insurance operating system, enabling any entity within the insurance lifecycle to operate the entirety of their activities and cooperate/interact with third parties. Its unique advantage is to incorporate not only insuranceunderwriting and claims handling, but also all associated support and corporate activities.ATOM Technologies is the team behind the platform. Based in the DIFC Innovation Hub in Dubai, ATOM Technologies is a group of more than 30+ passionate and dedicated insurance and software professionals on a missionto upgrade the insurance industryfrom the inside out.JOB PURPOSE / MANDATE:Reporting to the Head of IT, the IT Support Technician (Level 1/2) will provide day-to-day technical assistance to end-users, ensuring the smooth operation of hardware, software, and network systems. The role will work closely with internal teams to troubleshoot issues, support Apple Mac environments, and maintain a reliable and user-friendly IT experience across the organisation.SPECIFIC DUTIES AND RESPONSIBILITIES:Provide first and second-line technical support to internal users across macOS and Windows environments.Troubleshoot and resolve hardware, software, and network issues in a timely manner.Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals.Support user account management (e.g., Active Directory, M365).Maintain and update IT documentation, asset inventory, and knowledge base articles.Assist with onboarding and offboarding processes, including device provisioning and recovery.Escalate complex issues to senior IT staff or third-party vendors as needed.Participate in IT projects and initiatives as assigned.KNOWLEDGE AND SKILLS5 years of experience in IT support or helpdesk roles.Strong knowledge of macOS and Apple hardware (MacBook, iMac, etc.).Familiarity with Windows OS and common enterprise applications.Experience with MDM tools (e.g., Jamf, Intune) is a plus.Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).Excellent troubleshooting and problem-solving skills.Strong communication and interpersonal skills.Ability to work independently and manage multiple priorities.Apple Certified Support Professional (ACSP) or similar certification is preferred.CompTIA A+, Network+ (N+), or Security+ (S+) is preferred.Familiarity with ITIL practices or ticketing systems (e.g., ServiceNow, Jira) is preferred.