IT Support Executive

At Hello Chef, we aim to make people’s lives easier and more fulfilling. We’ve recently been certified as a B Corp and are on a path of consistent innovation and growth. We’re looking for an IT support executive to join our dynamic team and build the next phase of our transformation. 

Reporting to the Engineering Manager, the ideal candidate will have strong experience in providing technical support to employees, managing company assets, and implementing security measures. You will interact with peers from all business areas to ensure seamless operations at the Hello Chef Campus. All of our online services run on cloud-based platforms; you’re not expected to manage server infrastructure at this point.

This is a great learning experience for someone who is looking to further their IT skills in a high-growth environment. Offering support to the day-to-day responsibilities, the IT Support Executive will also lead on the following upcoming projects: increasing the company’s online security via company-wide adoption of 1Password and 2FA mechanism, migrating Apple devices to Apple Business Manager and enhancing onboarding experience, setting up an MDM such as ManageEngine to register all company devices and tighten security measures, implementing a process to manage all of our online subscriptions, and documenting all of our IT infrastructure in the company knowledge base, and a some more.

Mission

The mission of the IT Support Executive is to ensure the seamless operation of Hello Chef’s IT systems and to provide exceptional technical support to end-users (typically employees).

Accountability, goals, and outcomes

• Employees benefit from fast and reliable IT support (for IT purchases, repairs, replacements, backups, accesses, networking, etc.).
• Periodic maintenance work is carried out for all employee devices, office equipment, and infrastructure (pertaining to fixing issues, performing software updates, cleanups, antivirus scans, etc.).
• Periodic reviews and audits of all IT costs are conducted (hardware, software, online subscriptions, etc), usage is analysed, and reports are shared with stakeholders.
• All office equipment is tracked via an inventory management system.
• Security standards for the facility, office network, office devices, and end-user devices are met.
• New joiners have a delightful onboarding experience with Hello Chef.
• Technical support is provided for quarterly company events to ensure an engaging experience for in-person and remote employees.
• IT processes within the business are well-documented.
• Continuous improvement of current processes.

What you’ll do

1. Review and prioritise incoming support tickets and service requests via the ticketing system or other communication channels.
2. Diagnose and troubleshoot hardware, software, and network issues reported by end-users. Work with vendors whenever necessary.
3. Assist end-users with software applications, operating systems, and hardware devices.
4. Provide guidance and instructions on how to use IT resources effectively and troubleshoot common problems independently.
5. Ensure the stability and security of IT infrastructure and perform routine maintenance tasks such as software updates, security patches, and system backups.
6. Maintain accurate records of IT assets, configurations, and support activities in documentation repositories or knowledge bases.
7. Collaborate with other teams and departments to resolve cross-functional issues, implement system enhancements, and ensure alignment with organisational goals.
8. Stay informed about emerging technologies, industry trends, and best practices in IT support through self-study, training courses, webinars, and professional networking.

What we’re looking for

• A minimum of 2-3 years of experience with IT support
• A deep understanding of hardware, software, networking, and operating systems (Windows, Mac) to effectively troubleshoot and resolve technical issues
• Strong analytical and problem-solving skills to diagnose and resolve complex technical issues on time
• Effective time management skills to prioritise tasks, manage workload efficiently, and maintain KPIs
• Experienced in managing IT vendors and suppliers
• Experience with managing cloud-based services such as Google Workspace, Zoom, Slack, Atlassian would be a plus
• Fair understanding of cybersecurity threats, vulnerabilities, and best practices to effectively educate users and mitigate risks, experience with implementing security measures in a business
• Strong written and verbal communication and interpersonal skills
• A degree or relevant certification in IT would be preferred
• Full fluency in English

What we offer:

• Relocation assistance to Dubai, if required

• 50% discount on your Hello Chef subscription, as well as other product initiatives

• Enhanced medical insurance package

• 22 working days off a year, with an annual flight allowance

• Free chef-cooked meals at our comfortable office on most days

• Flat hierarchies, constant learning, outstanding team atmosphere, dynamic international environment

• Office location: National Industries Park, Dubai, UAE

We believe a diverse workforce is a key ingredient in our recipe for success. At Hello Chef, we hire people from all walks of life - regardless of their ethnicity, race, gender, and religion. If you share our values and are looking for your next challenge, we'd love to hear from you.