Senior IT Support Officer

Role overview

IT service delivery and support

• Provide IT support to employees across the Middle East and maintain a customer-focused service.
• Diagnose and resolve hardware, software, network, and system issues.
• Manage incidents and service requests through the IT service management platform.
• Escalate complex issues to global IT teams and vendors when required.

End-user and office support

• Support desktops, laptops, mobile devices, collaboration technologies, peripherals, and meeting room solutions.
• Configure, deploy, and maintain end-user devices, software, user accounts, and access permissions.
• Provide on-site Dubai office support and remote support to regional locations.
• Assist with office moves, technology refreshes, new offices, project sites, and client locations.

Infrastructure, security, and projects

• Maintain and monitor local networks, audiovisual systems, and connectivity solutions.
• Support IT policies, security requirements, audits, asset management, compliance reporting, and security incidents.
• Support regional and global IT projects, software deployments, testing, training, and user adoption.
• Maintain technical documentation, asset records, procedures, and support standards.

Skills and experience

• Degree qualification in Information Technology, Computer Science, or a related discipline.
• Minimum 10 years of experience in IT support, desktop support, or infrastructure support.
• Strong knowledge of Microsoft 365, Windows, and Azure Active Directory/Entra ID.
• Understanding of TCP/IP, DNS, DHCP, VPN, wireless technologies, cybersecurity, endpoint management, and IT compliance.
• Experience with IT service management platforms and ticketing systems.
• Strong troubleshooting, problem-solving, customer service, communication, and prioritisation skills.
• Professional services, multi-location support, and engineering consultancy experience are desirable or beneficial.

What the company offers

• Hybrid working arrangements and a competitive salary and benefits package.
• Continuous learning and development opportunities, professional memberships, and subscriptions.
• Opportunities to work with global technology and business teams on innovative projects.
• An international and inclusive culture with flexible approaches to working patterns.