IT Field Technical Support
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Key skills for this role
Role Overview
Lead field technical support for approximately 2,000 end users across the Middle East region.
Manage a team of six engineers in multiple countries.
Act as a key link between business expectations and IT service delivery.
Key Skills for This Role
Full Job Posting
About the Role
Lead field technical support for approximately 2,000 end users across the Middle East region.
Manage a team of six engineers in multiple countries.
Act as a key link between business expectations and IT service delivery.
What You Will Do
- Lead and manage a team of engineers and foster collaborative problem-solving.
- Engage business leaders to align IT services with business needs and objectives.
- Analyze reported issues, implement corrective actions, and maintain service standards.
- Report team performance and policy adherence to leadership.
- Coordinate office setup and strategic technology deployment projects.
- Manage project timelines and budgets to ensure successful delivery.
- Gather user feedback and ideas to improve the overall user experience.
- Provide day-to-day end-user support while managing the team.
What You Will Need
- Minimum 3 years of IT management experience focused on end-user support.
- English sufficient for technical documentation and management of a multicultural regional team.
- In-depth knowledge of desktop management, office automation, and operating systems.
- Proficiency troubleshooting software and hardware issues.
- Day-to-day usage knowledge of Active Directory, Exchange, Azure, and Intune.
- Exceptional verbal and written communication skills.
- Proven project management experience and adaptability to changing priorities.
- A professional attitude focused on customer satisfaction.
- Fluency with Microsoft Office 365 tools.
- Experience with ITIL ticketing systems such as ServiceNow, Jira, Topdesk, Zendesk, or Freshworks.
- Familiarity with ITIL, MCDST, MCSA, or CCNA certifications is advantageous.
- Familiarity with modern videoconference systems and secure print solutions would be beneficial.
Work Environment
- The role provides field technical support across the Middle East region.
- The position includes support for end users in offices and across multiple countries.
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