IT Operations Technician
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Key skills for this role
Role Overview
BID Operations is seeking an experienced, customer-focused IT Operations Technician for its Dubai office.
The role provides day-to-day technical support to employees in a fast-paced international environment.
The position suits someone with 2–3 years of hands-on IT support experience who can work independently.
Key Skills for This Role
Full Job Posting
About the Employer
BID Operations supports clients by handling essential business operations so they can focus on strategic growth and innovation.
Role Overview
BID Operations is seeking an experienced, customer-focused IT Operations Technician for its Dubai office.
The role provides day-to-day technical support to employees in a fast-paced international environment.
The position suits someone with 2–3 years of hands-on IT support experience who can work independently.
Service Desk Responsibilities
- Review, update, prioritize, and follow up on assigned tickets in a timely manner.
- Resolve incidents involving hardware, software, networks, printers, email, logins, and access.
- Handle account setup, password resets, software installation, device preparation, access requests, and basic configuration changes.
- Document troubleshooting steps, resolution notes, and closure details for tickets.
- Follow SLA requirements and escalate unresolved issues within the expected timeframe.
Technical Support Duties
- Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.
- Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
- Assist with onboarding and offboarding, including device setup, account creation, access removal, and equipment collection.
- Perform basic MDM tasks such as device enrollment, compliance checks, policy application, and mobile device support.
- Troubleshoot basic LAN, Wi-Fi, VPN, and internet connectivity issues.
- Maintain records of IT assets, repairs, support activities, and ticket history.
- Prepare user guides, knowledge base articles, and support documentation when required.
- Follow IT security, data privacy, and access control procedures.
Requirements
- An associate’s or bachelor’s degree in information technology, computer science, computer engineering, or a related field is preferred.
- 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
- Hands-on experience with an ITSM or ticketing system is required; Jira Service Management is preferred.
- Understanding of incidents, service requests, access requests, escalations, SLAs, priorities, statuses, and resolution timelines.
- Experience troubleshooting Windows and/or macOS devices.
- Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printers, and endpoint troubleshooting.
- Basic exposure to Microsoft Intune, Jamf, or similar MDM platforms is advantageous.
- Strong communication skills, customer-service orientation, prioritization ability, and clear documentation skills.
- CompTIA A+, ITIL Foundation, Microsoft Certified, or related certifications are advantageous.
Workplace and Engagement
- The position is based in the employer’s Dubai office.
- The successful candidate will initially be engaged under a Service Provider agreement.
Eligibility Note
- Applicants must already hold a valid UAE residence visa and the right to work in the UAE without company visa sponsorship.
Benefits
- The employer advertises professional development opportunities and competitive remuneration.
- The role offers participation in a collaborative, results-driven team with global brand partnerships.
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