Job ID
48612
Job Title
Senior IT Support Officer
To work for
UCK Airports
Country
Syria
City
Damascus
Field of Work
IT Software/IT Security - IT Hardware
Job Type
Full time
Minimum Education Level
Bachelor/ License Degree
Responsibilities
• Supervise the daily activities of IT Support Technicians and Senior IT Administrators, ensuring adequate coverage and timely response to support requests.
• Assign and prioritize, monitor progress, and ensure adherence to service level agreements (SLAs).
• Provide on-the-job training, guidance, and mentorship to team members to enhance their technical and customer service skills.
• Conduct performance evaluations and provide feedback to the IT Support Manager.
• Serve as the first point of escalation for complex technical issues that cannot be resolved by support technicians.
• Provide advanced troubleshooting for hardware, software, network, and system access issues.
• Coordinate with the IT Support Manager, Airport Technology Operations, and Cybersecurity teams for issue resolution.
• Ensure root cause analysis is conducted for recurring incidents and preventive measures are implemented.
• Monitor the service desk ticketing system to ensure all requests are logged, tracked, and resolved in a timely manner.
• Review and analyze support metrics (response time, resolution rate, user satisfaction) and identify areas for improvement.
• Conduct regular quality checks on ticket documentation and resolution quality.
• Ensure knowledge base articles are created and maintained for common issues and solutions.
• Coordinate on-site support activities, including workstation deployments, hardware replacements, and technology rollouts.
• Oversee the maintenance of IT asset inventory, ensuring accurate tracking of all user devices and equipment.
• Ensure IT equipment rooms and support areas are organized and properly maintained.
• Assist in the planning and execution of workplace technology upgrades and projects.
• Ensure compliance with IT service management processes and organizational policies.
• Contribute to the development and improvement of support procedures and documentation.
• Assist in preparing reports on team performance and service delivery for management review.
• Support audit activities by providing required documentation and data.
• Assign and prioritize, monitor progress, and ensure adherence to service level agreements (SLAs).
• Provide on-the-job training, guidance, and mentorship to team members to enhance their technical and customer service skills.
• Conduct performance evaluations and provide feedback to the IT Support Manager.
• Serve as the first point of escalation for complex technical issues that cannot be resolved by support technicians.
• Provide advanced troubleshooting for hardware, software, network, and system access issues.
• Coordinate with the IT Support Manager, Airport Technology Operations, and Cybersecurity teams for issue resolution.
• Ensure root cause analysis is conducted for recurring incidents and preventive measures are implemented.
• Monitor the service desk ticketing system to ensure all requests are logged, tracked, and resolved in a timely manner.
• Review and analyze support metrics (response time, resolution rate, user satisfaction) and identify areas for improvement.
• Conduct regular quality checks on ticket documentation and resolution quality.
• Ensure knowledge base articles are created and maintained for common issues and solutions.
• Coordinate on-site support activities, including workstation deployments, hardware replacements, and technology rollouts.
• Oversee the maintenance of IT asset inventory, ensuring accurate tracking of all user devices and equipment.
• Ensure IT equipment rooms and support areas are organized and properly maintained.
• Assist in the planning and execution of workplace technology upgrades and projects.
• Ensure compliance with IT service management processes and organizational policies.
• Contribute to the development and improvement of support procedures and documentation.
• Assist in preparing reports on team performance and service delivery for management review.
• Support audit activities by providing required documentation and data.
Qualifications
* Bachelor’s degree in information technology, Computer Science, or related discipline.
* ITIL Foundation certification is desirable.
* Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are highly preferred.
* Minimum 4-5 years of experience in IT technical support roles.
* Minimum 1-2 years of experience in a team leader or supervisory capacity.
* Proven experience supporting enterprise workplace technologies in a dynamic environment.
* Experience in airports, aviation, or 24/7 operational environments is highly advantageous.
* ITIL Foundation certification is desirable.
* Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are highly preferred.
* Minimum 4-5 years of experience in IT technical support roles.
* Minimum 1-2 years of experience in a team leader or supervisory capacity.
* Proven experience supporting enterprise workplace technologies in a dynamic environment.
* Experience in airports, aviation, or 24/7 operational environments is highly advantageous.
Salary and Benefits
as per salary scale.
Required employees number
1
Posted On
May 21, 2026
Expiry Date
Jun 20, 2026