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IT Support Analyst

SARA Group
Dubai, UAE
Full-time
Entry
Onsite
Discovered 1 months ago
IT supportHelp desk and ticket triageSLA managementHardware troubleshootingSoftware troubleshootingOffice 365
Free

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IT supportHelp desk and ticket triageSLA management
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Role overview

SARA Group is seeking an IT Support Analyst to support more than 300 users across over 70 locations worldwide.

The role provides the eyes, ears, and hands of IT operations and focuses on reliable technology experiences and business value.

IT support responsibilities

  • Deliver IT support from device setup through troubleshooting for employees across company locations.
  • Support laptops, desktops, mobile devices, POS systems, Office 365, LAN/WLAN, conference room equipment, and telephony systems.
  • Identify recurring issues, investigate root causes, and design scalable improvements.
  • Monitor system health, manage alerts, and maintain patch and update schedules.

Operational collaboration

  • Work with internal teams and external vendors on daily operations and special projects.
  • Own IT processes during stock counts and keep PDAs, networks, and related systems operational.
  • Travel to showrooms and warehouses when needed to support local operations.
  • Participate in cross-functional initiatives where IT supports strategic business work.

Candidate requirements

  • Bring 2 to 3 years of hands-on IT support experience in a multi-site environment, ideally retail or service-oriented.
  • Be fluent in spoken and written English and able to explain technical issues to non-technical users.
  • Be familiar with Office 365, Windows OS, network devices, remote access tools, mobile devices, and retail POS setups.
  • Manage SLAs, triage tickets, prioritize effectively, and respond with urgency and sound judgment.
  • Be flexible and mobile enough to support locations across the UAE when needed.
  • Work effectively with vendors, support providers, and cross-functional teams.

Company culture

SARA Group emphasizes authenticity, collaboration, continuous improvement, and meaningful business impact.

Learning programs, development plans, coaching, and other benefits are subject to company policy and eligibility criteria.

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