IT Coordinator

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

We are seeking a detail-oriented and collaborative IT Coordinator to join our growing technology team in Dubai, United Arab Emirates. In this role, you will serve as a key support function for our organization, ensuring smooth IT operations and providing exceptional technical assistance to all users. As an IT Coordinator, you will be instrumental in maintaining our IT infrastructure, supporting end-users, and coordinating with various departments to meet their technology needs. Your organizational skills, technical knowledge, and customer-focused approach will be essential to your success in this position.

**Technical Support & User Assistance**

• Provide first-level technical support to end-users, responding promptly to IT inquiries and troubleshooting hardware and software issues
• Diagnose and resolve common technical problems, escalating complex issues to senior IT staff when necessary
• Assist users with system access, password resets, email configuration, and software installation
• Maintain detailed records of all support tickets and resolutions using our IT ticketing system
• Proactively identify recurring technical issues and recommend solutions to improve user experience

**IT Administration & Asset Management**

• Manage IT asset inventory, including hardware, software licenses, and peripherals, ensuring accurate documentation and tracking
• Coordinate with vendors for equipment procurement, maintenance, and warranty management
• Assist in the deployment and configuration of new IT equipment and software across the organization
• Maintain comprehensive IT documentation and knowledge base articles for user reference
• Support the implementation of IT policies and procedures across all departments

**Infrastructure & System Support**

• Monitor IT systems and network performance, reporting any anomalies to the IT Manager
• Assist with backup and disaster recovery procedures, ensuring data integrity and business continuity
• Support IT security initiatives by ensuring compliance with security protocols and best practices
• Participate in system updates, patches, and maintenance activities with minimal disruption to operations
• Coordinate with external IT service providers and support vendors as needed

**User Training & Communication**

• Conduct training sessions for end-users on new software, systems, and IT best practices
• Create and maintain user guides and documentation for common IT processes
• Communicate IT updates, system maintenance schedules, and policy changes to all staff members
• Serve as a liaison between the IT department and other operational departments to understand their technology needs
• Anticipate and address user concerns proactively, fostering a supportive IT environment

**Team Commitment & Professional Development**

• Actively contribute to the IT department's goals and objectives, supporting team initiatives
• Maintain a professional and friendly demeanor, representing the IT department with excellence
• Attend relevant training courses and certifications to enhance technical skills and knowledge
• Adhere to all company policies, procedures, and health and safety regulations
• Report any IT security concerns or potential hazards immediately to the IT Manager
• Demonstrate flexibility and resilience in responding to changing IT priorities and business needs

**Other**

• Perform additional IT-related tasks as assigned by the IT Manager or Director
• Be available to support critical IT issues outside regular business hours when required
• Maintain flexibility with scheduling to accommodate business needs and system maintenance windows

**Required Skills**

• Strong technical troubleshooting and problem-solving abilities
• Excellent organizational and time management skills
• Outstanding attention to detail and accuracy
• Effective written and verbal communication skills
• Ability to work collaboratively with diverse teams
• Customer service orientation with a user-focused mindset
• Proficiency in managing multiple priorities simultaneously
• Analytical thinking and logical reasoning
• Proficiency with IT ticketing and asset management systems
• Basic knowledge of hardware, software, and network concepts

**Required Experience**

• Minimum 2 years of experience in IT support, help desk, or similar technical support role
• Proven experience troubleshooting hardware and software issues
• Experience with IT asset management and inventory tracking
• Demonstrated experience providing technical support to end-users
• Experience working in a fast-paced, dynamic IT environment

**Required Education**

• High school diploma or equivalent; Associate's degree in Information Technology or related field preferred

**Preferred Certifications & Domain Expertise**

• CompTIA A+ certification or equivalent IT certification
• Experience with common operating systems (Windows, macOS, Linux)
• Familiarity with IT service management frameworks (ITIL basics)
• Knowledge of IT security best practices and compliance standards
• Experience with remote support tools and software
• Vendor coordination and procurement experience
• Experience in a corporate or enterprise IT environment

**Personal Attributes**

• Reliable, punctual, and professional in all interactions
• Innovative mindset with willingness to suggest process improvements
• Resilient and adaptable to changing technology landscapes
• Transparent communicator who keeps stakeholders informed
• Inclusive and supportive team player
• Decisive problem-solver with strong analytical capabilities