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IT Support Specialist
Al Safi Danone | الصافي دانون
Dubai, UAE
Full Time
Mid
Field
1 weeks ago
Microsoft 365Azure Active Directory / Entra IDSAP S/4HANAIT Service ManagementWindows 10/11macOS
Free
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Microsoft 365Azure Active Directory / Entra IDSAP S/4HANA
About the Role
Al Safi Danone seeks an IT Support Specialist to provide first- and second-level technical support across all sites. Responsibilities include managing the IT service desk, supporting Microsoft 365 and SAP S/4HANA, and ensuring SLA compliance.
Key Skills for This Role
Microsoft 365Azure Active Directory / Entra IDSAP S/4HANAIT Service ManagementWindows 10/11macOS
Responsibilities
- Serve as primary point of contact for end user IT incidents and service requests
- Log, categorise, prioritise, and resolve IT incidents within SLA windows
- Manage IT service desk ticketing system
- Escalate complex issues to Level 3 support
- Produce weekly incident reports
- Install, configure, and maintain end user devices
- Perform OS patching, software updates, and antivirus maintenance
- Maintain IT asset inventory and device lifecycle records
- Support AV and conferencing equipment
- Manage user accounts and resources in Microsoft 365
- Administer Azure Active Directory / Entra ID
- Support onboarding and offboarding processes
Requirements
- Bachelor's degree or diploma in IT or related field
- CompTIA A+ certification
- Microsoft Certified: MD 102
- Microsoft 365 Fundamentals (MS 900)
- ITIL 4 Foundation
- CompTIA Network+
- 3 5 years of experience in IT support or helpdesk roles
- Proficiency in Windows 10/11, macOS, and Microsoft 365
- Hands on experience with Azure Active Directory / Entra ID
- Working knowledge of Microsoft Intune
- Familiarity with ticketing tools
- Understanding of networking fundamentals
Full Job Posting
Role Purpose
- The IT Support Specialist is responsible for delivering high quality first and second level technical support to ASD end users across all sites, ensuring minimal business disruption through timely resolution of hardware, software, network, and application issues.
Key Accountabilities
- Serve as the primary point of contact for all end user IT incidents and service requests via phone, email, Teams, and walk in channels.
- Log, categorise, priorities, and resolve IT incidents and service requests within defined SLA windows (P1 < 4 hrs, P2 < 8 hrs, P3 < 24 hrs).
- Manage the IT service desk ticketing system, ensure tickets are updated, escalated, and closed with user confirmation.
- Escalate complex or unresolved issues to Level 3 (Microsoft Technology Lead, SAP support team, or specialist vendors) with full incident context.
- Produce weekly incident reports for the IT Operation Lead covering ticket volumes, resolution rates, SLA compliance, and recurring issues.
- Support Sales Buzz, SalesCode, Image Recognition, and SO99
- Install, configure, and maintain desktops, laptops, tablets, mobile phones, printers, and peripheral devices across all ASD sites.
- Perform routine OS patching, software updates, and antivirus maintenance; ensure all devices are compliant with IT security standards.
- Maintain IT asset inventory and device lifecycle records; coordinate hardware refresh program with the IT Operations Lead.
- Support AV and conferencing equipment in meeting rooms and boardrooms; troubleshoot Microsoft Teams Rooms configurations.
- Manage user accounts, mailboxes, distribution lists, and shared resources in Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
- Administer Azure Active Directory / Entra ID: user provisioning, group membership, MFA enrollment, and Conditional Access policy adherence.
Qualifications
- Bachelor’s degree or diploma in IT, or related field.
- CompTIA A+
- Microsoft Certified: (MD 102)
- Microsoft 365 Fundamentals (MS 900)
- ITIL 4 Foundation
- CompTIA Network+
- 3–5 years of experience in IT support or helpdesk roles, preferably in a corporate or enterprise environment.
- Proficiency in Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
- Hands on experience with Azure Active Directory / Entra ID user and group administration.
- Working knowledge of Microsoft Intune for device management and compliance enforcement.
- Familiarity with ticketing tools.
- Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi Fi troubleshooting.
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