Operations Technician

Key Responsibilities

• Assist the Senior or Lead Operations Technician in the setup, configuration, and delivery of SANS training events across the META region.
• Install and support network infrastructure at events, including router, managed switches, wireless access points and controllers.
• Set-up and maintain audio-visual equipment including projectors, screens, microphones, speakers, and video conferencing systems (Zoom, Teams Rooms, Webex).
• Provide on site technical support during events, training sessions and meetings to instructors, TAs, VTAs, and students.
• Troubleshoot network, AV, and streaming platform issues during live events.
• 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.
•  Escalate complex technical issues where required.

• Provide first- and second-line technical support for hardware, software, and systems.
• Diagnose and resolve issues across Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), and Endpoint devices (laptops, desktops, mobile devices).
• Manage user accounts, access rights  and permissions (Active Directory / Entra ID).
• Perform device setup, imaging, configuration, onboarding and offboarding.
• Configure and maintain employee laptops in line with SANS standards.
• Maintain asset inventory and lifecycle management.
• Provide Service Desk triage and response.

• Support LAN/WAN connectivity and Wi-Fi networks. 
• Perform basic network troubleshooting (IP, DNS/DHCP, connectivity and latency issues).
• Monitor network performance and escalate issues.
• Assist with setup and maintenance of network hardware (switches, routers, patching).
• Develop knowledge of networking technologies and concepts.

• 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. 

• 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.

• 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

• A degree in a technology focused discipline e.g. Information Technology, Computer Networking, etc, or an 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 with exceptional written and oral communication skills
• A commitment to continuous learning and professional development.
• Ability to work independently and well under pressure.
• Excellent interpersonal skills.
• Proficient with various AV technologies (e.g. Shure Mic receivers, speaker configurations, laptop display configurations, various projectors equipment).
• Familiar with wired/wireless network concepts, hardware, cabling, and best practices.
• Familiar with troubleshooting availability and performance issues in a live network environment.
• Familiarity with network monitoring.
• Strong listening skills.
• Ability to build and maintain excellent working relationships.
• Proactive and dynamic.
• Open to a collaborative and teamwork-based work environment.
• Able to digest and adhere to technical documentation and instruction.
• Logical and methodical approach to problem solving.
• High levels of accuracy and attention to detail.
• Ability to use initiative and creativity to resolve problems.
• The ability to prioritise tasks and manage multiple demands whilst on-site at events.
• Comfortable working in a high visibility environment.
• Ability and desire to travel around META. 

• Experience in the Cyber Security sector.
• Experience in working with Internet Service Providers/Network Service Providers a plus.
• Ability to identify and solve technical issues in dynamic/unknown network topologies.