Job Description

Roles & Responsibilities

Service Desk & User Support:

Serve as the first point of contact (Level 1) for all IT incidents and service requests via phone, email, ticketing system, or walk-in.

Log, categorize, prioritize, and track all incidents and service requests in the ITSM tool in accordance with IT service management procedures to support reporting and trend analysis.

Perform initial diagnosis and troubleshooting of hardware, software, operating system, and connectivity issues.

Ensure timely resolution or escalation of tickets in line with defined SLA targets.

Maintain detailed records of incidents, causes, and resolutions.

Escalate unresolved or complex incidents to Level 2/Level 3 support teams with thorough documentation.

Ensure end-users are kept informed of incident status and resolution timelines in line with SLA commitments.

Provide remote and on-site desktop support for end-user devices including PCs, laptops, printers, and peripherals.

Network Support (Level 1):

Provide first-line troubleshooting for LAN/WAN connectivity issues, VPN access, Wi-Fi, and network-dependent applications.

Assist in monitoring network performance using approved monitoring tools and report anomalies to the network team.

Support configuration of basic network equipment (switches, access points) under supervision of senior network engineers.

Verify network port assignments, IP address configurations (DHCP/static), and DNS resolution for end-user issues.

Cybersecurity Support (Level 1):

Act as the first responder for reported cybersecurity incidents including phishing attempts, malware alerts, and suspicious account activity.

Triage and document security incidents and escalate promptly to the Cybersecurity team via the Incident Response Plan.

Assist in enforcing endpoint security policies including antivirus updates, patch compliance, and device encryption.

Support user access management activities including account creation, password resets, and access provisioning/deprovisioning in Active Directory.

Promote cybersecurity awareness among end users and report policy violations through proper channels.

Conduct basic vulnerability checks and ensure endpoints are compliant with the organization s security baseline.

Infrastructure Support (Level 1):

Provide operational support for servers, storage systems, virtual machines, and on-premises/cloud-based applications.

Monitor system health dashboards and alert the infrastructure team upon detection of failures or performance degradation.

Assist in routine Technology infrastructure tasks including data backup verification, asset management, and hardware deployment.

Support Technology asset lifecycle activities: procurement coordination, tagging, inventory tracking, and disposal per asset management policy.

Assist in the execution of approved change requests under the Change Management process.

Technology GRC Compliance:

Comply with all Technology Governance, Risk, and Compliance (GRC) policies, standards, and procedures applicable to the Service Desk function.

Maintain accurate and audit-ready records of all tickets, actions taken, and resolutions within the ITSM system.

Maintain accurate and up to date documentation, including Incident records, Resolution notes, Standard Operating Procedures (SOPs)

Adhere to ITIL-aligned processes for Incident Management, Problem Management, Change Management, and Service Request Management.

Support internal and external Technology audits by providing required documentation, evidence, and access logs.

Ensure all activities comply with applicable Omani cybersecurity and data protection regulations, including requirements from the Cyber Defense Center (CDC) and any sector-specific directives.

Participate in Technology risk assessments, business continuity exercises, and disaster recovery drills as required.

Report any identified technology risks, control gaps, or policy non-compliance to the Technology GRC function in a timely manner.

Support IT asset tracking and maintain accurate configuration information (CMDB, if applicable).

Assist with asset lifecycle activities, including Deployment and replacement, Basic maintenance, Asset disposal and retirement.

Ensure asset data accuracy for audit and compliance purposes

Contribute to the continuous improvement of Service Desk processes and overall user experience

Identify recurring issues and recommend process or system enhancements.

Continuous Improvement:

Ensure a working culture of continuous improvement through a process of quality assurance among the Port Control Officers.

Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global best standards, productivity improvement and cost reduction

Requirements

Minimum Qualification:

Bachelor s degree in information technology, Computer Science, Computer Engineering, or a related field Professional certification or training in Cybersecurity is highly preferred.

Minimum Experience & Knowledge & Skills:

Minimum 2 years of hands-on experience in a Technology Support / Helpdesk / Service Desk role.

Demonstrated experience troubleshooting Windows operating systems, Microsoft 365, and enterprise applications.

Exposure to networking fundamentals, cybersecurity practices, and Technology infrastructure environments.

Experience working within ITSM platforms (e.g., ServiceNow, Remedy, Jira Service Management, or equivalent).

Experience in a port, logistics, oil & gas, or critical infrastructure environment is advantageous.

Certifications (Required / Preferred):

CompTIA A+ (Required or equivalent demonstrated competency)

ITIL Foundation v4 (Required)

CompTIA Network+ (Preferred)

CompTIA Security+ (Preferred)

Microsoft Certified: Modern Desktop Administrator Associate (Preferred)

ISO/IEC 27001 Foundation (Preferred)