Senior IT Support Engineer - Dubai
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Key skills for this role
Role Overview
Provide senior IT support and Microsoft 365 administration for users across the UAE, India, Singapore, and future international locations.
Combine hands-on end-user support, device management, infrastructure support, security support, and IT project delivery.
Act as a senior escalation point while supporting approximately 90 users initially and a growing global workforce.
Key Skills for This Role
Full Job Posting
Role Overview
Provide senior IT support and Microsoft 365 administration for users across the UAE, India, Singapore, and future international locations.
Combine hands-on end-user support, device management, infrastructure support, security support, and IT project delivery.
Act as a senior escalation point while supporting approximately 90 users initially and a growing global workforce.
IT Support and Service Delivery
- Provide first- and second-line support for office-based and remote users.
- Resolve complex technical issues and service desk tickets within agreed service levels.
- Support Microsoft systems, mobile devices, printers, peripherals, networks, VPN, Teams, SharePoint, and OneDrive.
- Deliver support through telephone, email, service desk, remote support, and face-to-face interaction.
Microsoft 365 and Endpoint Management
- Administer Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, and Intune.
- Manage accounts, groups, licensing, access requests, RBAC, PIM, Conditional Access, and multifactor authentication.
- Deploy and maintain Windows computers and mobile devices using Windows Autopilot and Intune.
- Manage compliance policies, configuration profiles, security policies, updates, and endpoint protection.
Lifecycle, Security, and Infrastructure
- Provision equipment and accounts for new starters and manage onboarding, moves, and leavers.
- Support security controls, monitoring, remediation, audits, vulnerability management, and compliance initiatives.
- Support printers, wireless networks, internet connectivity, meeting room technology, and networking equipment.
- Work with vendors and support cloud-based and hybrid Microsoft environments.
Regional Support and Projects
- Assist with remote setup and deployment of new offices and coordinate regional expansion requirements.
- Support users across multiple time zones and contribute to global IT standards.
- Participate in infrastructure and Microsoft 365 projects, technology rollouts, automation, and process improvements.
- Maintain asset inventories, documentation, procedures, knowledge articles, user guides, and licensing records.
Essential Experience and Qualifications
- At least seven years of experience in IT support, systems administration, or a similar technical role.
- Strong Microsoft 365 administration and enterprise Microsoft environment experience.
- Experience with Entra ID, Intune, RBAC, PIM, Windows 10 and 11, Windows Autopilot, Exchange Online, Teams, SharePoint, and OneDrive.
- Understanding of TCP/IP, DNS, DHCP, and VPN technologies, plus PowerShell administration experience.
- Relevant IT qualification, diploma, degree, or equivalent practical experience.
- Strong customer service, communication, prioritization, organization, independent working, and problem-solving abilities.
Desirable Skills and Certifications
- Experience with international offices, Microsoft Defender, Sophos XDR, Windows 365, Azure Virtual Desktop, or security frameworks is desirable.
- Power Platform, Azure DevOps, automation, and ITIL Foundation experience or certification are desirable.
- Preferred certifications include MD-102, MS-102, AZ-104, and ITIL Foundation.
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