IT Support Specialist

Who we are

Alef Education began with a bold idea: that every learner deserves a personalised and meaningful education experience. What started in 2016 as a small pilot programme in Abu Dhabi has evolved into one of the world’s most dynamic EdTech companies—reshaping how millions of students engage with learning across the globe.

Today, Alef is proudly headquartered in the UAE, working hand-in-hand with ministries of education, schools, and teachers to bring smart, data-powered platforms into classrooms in over 14,000 schools.

Supporting over 1.1 million students and 50,000 teachers across the UAE, Indonesia & Morocco our AI-driven platforms generate 16+ million data points every day, helping drive smarter learning decisions. Whether it’s improving national exam results, boosting classroom engagement, or supporting educators with world-class tools, Alef is committed to impact at scale.

In 2024, Alef made history as the first EdTech company to list on the Abu Dhabi Securities Exchange (ADX), cementing our role as a regional innovator with global reach.

About The Role

IT Support Specialist provides technical support to users in an efficient and accurate manner. She/he will be considered as the firm’s front liner to solve basic technical problems and provide support for all assigned areas.

Key Responsibilities:

• Serve as the first point of contact for walk-in customers seeking technical assistance in Alef HQ. 
• Analyze and resolve end user hardware and software computer problems in a timely and accurate fashion.
• Follow end-to-end process (service request and incidents) for Alef employee IT services.
• Troubleshoot hardware and software issues in person, remotely and via phone. 
• Offer daily IT operations and systems support to users. 
• Properly escalating unresolved queries to the next level of support. 
• Follow-up and update customer status and information 
• Verify functionality of hardware and software components(preventive maintenance). 
• oordinate and following up resolution for open/pending incidents. 
• Ensure proper recording, documentation and closure.
• Document support for Asset management of Alef internal employees.
• Manage Alef employees onboarding and offboarding tasks
• Adhere to ITSM best practices and process
• Responde to the tickets within the SLA
• Participate in creating OKR and KPI for the HQ IT support team. 
  
  

To Be The Right Fit, You'll Need

• An Education Degree in Computer science or equivalent
• ITIL v4 foundation Certification 
• 3-5 years relevant experience in IT Support and customer services
• Previous experience working with large number of assets, coordinating project activity, IT vendor management, VIP user support experience.
• Experience within end user device (Windows, Mac, Chromebook) troubleshooting
• Network troubleshooting knowledge
• Active directory management and email administration knowledge
• Familiar with Gsuite and Azure administration
• Knowledge of asset management database 
• Strong Excel and MS office skills
• Ability to problem-solve and strong customer focus
• Fluency in English, Arabic preferred

What we offer

We believe our people are our greatest advantage. We value curiosity, purpose, and the drive to make a real difference. When you join Alef, you join a mission — and a team that’s just as passionate about transforming education as you are.

Here’s a glimpse of what we offer:

• Annual flight allowance
• Annual performance bonus
• Education allowance
• Life insurance
• Enhanced leave policy
• A hybrid work model and up to 40 remote working days per year to work from anywhere (with flexibility built in)

At Alef, we don’t just imagine a better future for education.

We build it — together.