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
Military service
Not Specified
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.
About us
UCK Airports is an international consortium established by UCC Holding, ASSETS Investments, CENGIZ Holding and KALYON Holding. The consortium has signed a concession agreement to invest, develop, expand, construct, and operate Damascus International Airport. Valued at USD 4 billion, the project represents one of the largest investments in Syria's history and underscores strong international confidence in the future of the country's aviation sector.
Required employees number
1
Posted On
May 21, 2026
Expiry Date
Jun 20, 2026
