IT Operations Technician

Role Overview

Workplace and Engagement

• The position is based in the Dubai office.
• Applicants must already hold a valid UAE residence visa and the right to work in the UAE without company visa sponsorship.
• The successful candidate will initially be engaged under a Service Provider agreement.

Ticket and Incident Support

• Review, update, prioritize, and follow up on assigned tickets.
• Resolve hardware, software, network, printer, email, login, and access-related incidents.
• Handle account setup, password resets, software installation, device preparation, access requests, and basic configuration changes.
• Document troubleshooting steps, resolution notes, and ticket closure details.
• Follow SLA requirements and escalate unresolved issues within the expected timeframe.

Endpoint and Network Support

• 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.
• Perform basic troubleshooting for LAN, Wi-Fi, VPN, internet access, and other network connectivity issues.
• Perform basic MDM tasks such as device enrollment, compliance checks, policy application, and mobile-device support.

User Lifecycle and Records

• Assist with onboarding and offboarding, including device setup, account creation, access removal, and equipment collection.
• Maintain accurate records of IT assets, repairs, support activities, and ticket history.
• Prepare user guides, knowledge-base articles, and support documentation when required.
• Follow company IT security, data privacy, and access control procedures.

Experience and Technical Requirements

• 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 experience is preferred.
• Understand incidents, service requests, access requests, escalations, SLAs, ticket priorities, statuses, and resolution timelines.
• Experience troubleshooting Windows and/or macOS devices.

Knowledge and Qualifications

• Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
• Good understanding of computer hardware, software, networking, and common office applications.
• Ability to document troubleshooting steps clearly, prioritize multiple requests, and follow up through resolution.
• Strong communication skills with a customer-service mindset.
• Basic exposure to Microsoft Intune, Jamf, or similar MDM platforms is advantageous.
• An associate's or bachelor's degree in a relevant field is preferred.
• CompTIA A+, ITIL Foundation, Microsoft Certified, or related certifications are advantageous.

Benefits

• Join an industry leader with global brand partnerships and growth plans.
• Work in a dynamic, collaborative, and results-driven team.
• Receive professional development opportunities.