In offices across Riyadh, Dubai, Doha, and Kuwait City, one role has become indispensable: the IT support specialist. As governments and businesses in the Gulf Cooperation Council (GCC) accelerate digital transformation—from smart city projects to cloud migration and remote work infrastructure—the demand for reliable, responsive technical support has surged.

Hospitals rely on help desks to keep patient records accessible. Banks need immediate troubleshooting for transaction systems. Government entities rolling out new digital portals depend on frontline IT staff to onboard employees and resolve access issues. Even schools and retail chains now operate on integrated networks that require constant monitoring and maintenance.

The result is a steady stream of job openings for IT support specialists—roles that are no longer seen as purely technical but as critical to operational continuity. However, hiring standards have risen. Employers are not just looking for someone who can reset passwords or fix a printer. They want professionals who understand cybersecurity basics, can communicate clearly with non-technical users, and adapt quickly to evolving systems.

Interviews reflect this shift. While technical knowledge remains central, assessors also evaluate problem-solving ability, customer service orientation, and awareness of regional IT environments.

Below are the most frequently asked interview questions for IT support roles in the GCC—and what hiring managers are really listening for.

1. “Walk us through how you would troubleshoot a computer that won’t turn on.”

This is a standard opening technical question. It tests structured thinking and diagnostic process.

A strong answer follows logical steps:

• Check power source (outlet, cable, adapter)

• Look for indicator lights or sounds

• Test with another monitor or power supply if available

• Determine if it’s a hardware failure (e.g., faulty PSU) or potential BIOS issue

Employers want to see methodical reasoning, not guesswork. In large organisations—such as Saudi Aramco, Etisalat, or Qatar Foundation—standard operating procedures must be followed, so adherence to process matters more than speed.

Bonus points for mentioning safety precautions (e.g., grounding oneself before handling internal components) or logging the issue in a ticketing system.

2. “What is an IP address, and what’s the difference between static and dynamic?”

Basic networking knowledge is expected, even at entry level. This question checks foundational understanding.

A clear response explains that an IP address identifies a device on a network, and distinguishes:

• Static IP: manually assigned, permanent, used for servers or printers

• Dynamic IP: assigned automatically via DHCP, changes over time, common for user devices

In the GCC, where many organisations maintain hybrid networks (on-premise and cloud), understanding IP management is essential. Candidates who can briefly relate this to network stability or remote access show deeper awareness.

3. “How would you explain a complex technical issue to a non-technical user?”

IT support specialists spend much of their time communicating with employees who lack technical backgrounds. The ability to simplify without condescension is crucial.

Strong answers include:

• Avoiding jargon (e.g., saying “network connection” instead of “DHCP lease timeout”)

• Using analogies (e.g., comparing a router to a post office sorting mail)

• Confirming understanding by asking the user to repeat instructions

In government ministries or healthcare settings—where staff may be older or less tech-savvy—this skill is especially valued. Interviewers listen for patience and clarity.

4. “What do you know about Active Directory?”

Active Directory (AD) is widely used across GCC enterprises for user management, authentication, and policy enforcement.

Candidates should be able to explain that AD is a Microsoft service that manages users, computers, and permissions on a network—and describe common tasks like:

• Creating or disabling user accounts

• Resetting passwords

• Adding users to security groups

Experience with Group Policy (GPO) or multi-domain environments is a plus, particularly in large organisations like Mubadala, SABIC, or Oman Air.

Even applicants for junior roles are expected to have hands-on familiarity, often gained through training programmes or internships.

5. “How do you prioritise multiple support tickets?”

IT departments in the GCC often use ticketing systems like ServiceNow, Jira, or Zendesk. Employers want to ensure candidates can manage workload effectively.

A solid answer references:

• Severity (e.g., system-wide outage vs. single-user issue)

• Impact on business operations (e.g., finance team during month-end closing)

• Service level agreements (SLAs) for response and resolution times

In sectors like banking or aviation, downtime can cost thousands per minute—so understanding urgency and escalation paths is essential.

Candidates who mention categorising tickets (hardware, software, access) or updating status regularly demonstrate organisational discipline.

6. “What steps would you take if you suspected a computer was infected with malware?”

Cybersecurity is a growing priority across the GCC. National strategies in the UAE, Saudi Arabia, and Bahrain have elevated cyber resilience, and frontline IT staff are often the first line of defence.

Expected actions include:

• Isolating the device from the network

• Running antivirus scans

• Reporting the incident to the security team

• Avoiding execution of unknown files

Interviewers may follow up with: “Have you dealt with phishing attempts?” A good response describes recognising suspicious emails (e.g., fake login pages, urgent requests) and reporting them through official channels.

Knowledge of endpoint protection tools (e.g., McAfee, CrowdStrike) or experience in regulated environments (healthcare, finance) strengthens a candidate’s profile.

7. “Are you familiar with remote support tools?”

With hybrid work still common in many GCC companies, remote assistance software—such as TeamViewer, AnyDesk, or Microsoft Remote Desktop—is routinely used.

Candidates should name specific tools they’ve used and explain how they ensure secure connections (e.g., using unique session codes, verifying user identity).

Some employers also ask about mobile device support—especially for executives using company-issued smartphones or tablets.

8. “Describe a time you solved a difficult technical problem.”

This behavioural question assesses real-world experience and perseverance.

Effective responses use a clear structure:

• Situation: e.g., “A department lost network access after a power outage”

• Action: checked switches, replaced failed cable, restored VLAN settings

• Result: connectivity restored within 30 minutes, documented root cause

In large-scale environments—like NEOM’s construction sites or Dubai Airport’s terminals—downtime affects hundreds. Employers value candidates who stay calm, consult documentation, and collaborate when needed.

9. “How do you stay updated on technology trends?”

The IT landscape evolves quickly. Employers prefer candidates who show initiative in self-development.

Good answers include:

• Taking online courses (e.g., Cisco, Microsoft Learn)

• Reading tech forums or vendor documentation

• Participating in company training

In Saudi Arabia and the UAE, many nationals enter IT support through national upskilling initiatives (e.g., Saudi Digital Academy, UAE’s TECMAN programme), which interviewers view positively.

Certifications like CompTIA A+, Network+, or Microsoft Fundamentals are increasingly common and respected—even if not always required.

10. “Why do you want to work in IT support?”

This question separates those treating the role as temporary from those building a career path.

Strong answers highlight:

• Interest in technology and problem-solving

• Satisfaction from helping colleagues

• Desire to grow into network administration, cybersecurity, or cloud roles

Given the region’s push to develop local tech talent, employers—especially government-linked entities—look for long-term commitment.

Saying “I love fixing computers” is fine, but linking it to broader goals (“I want to contribute to digital transformation in the region”) shows alignment with national priorities.

Regional Hiring Trends

Several factors shape IT support hiring in the GCC:

• Digital Government Initiatives: Saudi’s Yesser programme and UAE’s Smart Dubai require robust internal IT support to maintain service uptime.

• Cybersecurity Focus: With rising threats, even basic IT roles must follow strict protocols around access control and incident reporting.

• Localization Policies: Saudization and Emiratisation drive recruitment of nationals into technical roles, often with employer-sponsored training.

• Hybrid Work Infrastructure: Companies continue to support remote access, increasing demand for help desk staff familiar with VPNs, cloud apps, and endpoint management.