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Information Technology Support Analyst
Lunar Rails
Dubai, UAE
Full Time
Mid
Hybrid
Yesterday
Mac OS XGoogle WorkspaceMDMJamfIntuneWorkspace ONE
Free
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Mac OS XGoogle WorkspaceMDM
About the Role
Lunar Rails is hiring an IT Support Analyst to provide 1st and 2nd-line IT support and administration in a Mac OS and SaaS environment. You will manage user setup, hardware, networks, and MDM, while supporting staff across multiple time zones.
Key Skills for This Role
Mac OS XGoogle WorkspaceMDMJamfIntuneWorkspace ONE
Responsibilities
- Act as the go to resource for Mac OS X, SaaS applications, and widely used tools such as Google Workspace, Claude, Notion, and Slack
- Provide 1st and 2nd line IT support to all staff on site and remotely where required
- Configure, install, and maintain workstations, printers, phones, and other office hardware
- Manage user setup, roles, permissions, and routine access requests
- Provide technical guidance and training to staff across multiple time zones
- Keep documentation of systems, issues, and resolutions
- Deploy and maintain software across the macOS fleet using company managed MDM
- Maintain patching and updates for operating systems and software in line with security and performance standards
- Administer local office networks, VPN endpoints, and connectivity infrastructure
- Diagnose and resolve hardware and network issues across the office environment
- Identify and act on opportunities to automate repetitive work and improve operational efficiency
- Follow defined IT procedures, escalating complex issues to the IT Specialist
Requirements
- Minimum 3 years of experience in an IT support or systems administration role, including 2nd line responsibility
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- Hands on IT support experience in a Mac OS and SaaS environment
- Hands on experience administering devices through an MDM platform (Jamf, Intune, Workspace ONE, or similar)
- Strong working proficiency with AI tools, with the initiative to apply LLM assisted workflows
- Familiarity with Google Workspace administration and collaboration tools
- Ability to diagnose and resolve network issues (DNS, VPN, Wi Fi, LAN)
- Confident with hardware setup, maintenance, and troubleshooting across workstations and office equipment
- Strong troubleshooting, problem solving, and communication skills
- Prior knowledge of cryptocurrency and blockchains
Full Job Posting
About us
- As a comprehensive solutions provider, Lunar Rails specializes in a diverse range of areas relating to digital assets.
- Our team of seasoned experts seamlessly navigates the ever evolving digital landscape to deliver cutting edge solutions that drive success and offer professional services to businesses located globally.
About the role
- This role provides 1st and 2nd line IT support and administration, enabling business continuity and smooth daily operations.
- The role owns issues end to end from diagnosis to resolution, ensures users have access to systems, hardware, and software, and escalates only where specialist input is required.
User & System Support
- Act as the go to resource for Mac OS X, SaaS applications, and widely used tools such as Google Workspace, Claude, Notion, and Slack.
- Provide 1st and 2nd line IT support to all staff on site and remotely where required.
- Configure, install, and maintain workstations, printers, phones, and other office hardware.
- Manage user setup, roles, permissions, and routine access requests.
- Provide technical guidance and training to staff across multiple time zones.
- Keep documentation of systems, issues, and resolutions.
Operational Administration
- Deploy and maintain software across the macOS fleet using company managed MDM.
- Maintain patching and updates for operating systems and software in line with security and performance standards.
- Administer local office networks, VPN endpoints, and connectivity infrastructure.
- Diagnose and resolve hardware and network issues across the office environment.
- Identify and act on opportunities to automate repetitive work and improve operational efficiency across organization workflows.
Process Compliance & Continuous Improvement
- Follow defined IT procedures, escalating complex issues to the IT Specialist.
- Implement frameworks, rules, and procedures as required (e.g., ISO guidelines).
- Work with internal teams to improve workflow accuracy, efficiency, and adherence to IT policies.
Qualifications & Experience
- Minimum 3 years of experience in an IT support or systems administration role, including 2nd line responsibility.
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- Hands on IT support experience in a Mac OS and SaaS environment.
- Hands on experience administering devices through an MDM platform (Jamf, Intune, Workspace ONE, or similar).
- Strong working proficiency with AI tools, with the initiative to apply LLM assisted workflows to support, documentation, and day to day improvements.
- Familiarity with Google Workspace administration and collaboration tools.
- Ability to diagnose and resolve network issues (DNS, VPN, Wi Fi, LAN).
- Confident with hardware setup, maintenance, and troubleshooting across workstations and office equipment.
- Strong troubleshooting, problem solving, and communication skills.
- Prior knowledge of crypto currency and blockchains.
- Ability to operate independently and escalate appropriately for security, automation, or governance matters.
Benefits & Perks
- Flexible working hours with hybrid WFH
- Comprehensive compensation packages
- A brand new modern office near Dubai Marina
- Monthly team lunches, and a very healthy team events budget
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