Senior IT Support Officer

Role Overview

IT Service Delivery and Support

• Provide IT support to employees across the Middle East and resolve hardware, software, network, and system issues.
• Manage incidents and service requests through the IT service management platform while meeting service levels.
• Escalate complex issues to Global IT teams and vendors when required.
• Maintain a customer-focused approach and provide timely, professional support.

End User Computing

• Support desktops, laptops, mobile devices, collaboration technologies, and peripherals.
• Configure, deploy, and maintain end-user devices according to company standards.
• Assist with software installations, upgrades, patch management, user accounts, access permissions, and system administration.

Office and Site Support

• Provide on-site IT support for the Dubai office and remote support to regional locations.
• Support office moves, technology refresh programs, meeting room technology, new offices, project sites, and client locations.

Infrastructure Support

• Maintain and monitor local office networks, audiovisual systems, and connectivity solutions.
• Work with Regional and Global IT teams to keep systems secure, reliable, and effective.
• Support routine maintenance activities and technology upgrades.

Security and Compliance

• Ensure compliance with company IT policies, standards, and security requirements.
• Promote cybersecurity awareness and best practices among users.
• Assist with IT audits, asset management, compliance reporting, and security incident investigations.

Projects and Improvement

• Support regional and global IT projects, new technology implementations, software deployments, and business improvement initiatives.
• Participate in testing, training, and user adoption activities.
• Maintain technical documentation, asset records, and support procedures.
• Identify service improvements and share knowledge with colleagues.

Skills and Experience

• A degree in Information Technology, Computer Science, or a related discipline is required.
• At least 10 years of IT support, desktop support, or infrastructure support experience is required.
• Strong knowledge of Microsoft 365, Windows, and Azure Active Directory/Entra ID is required.
• Experience with end-user devices, networking fundamentals, IT service management platforms, cybersecurity, endpoint management, and IT compliance is required.
• Strong troubleshooting, problem-solving, customer service, communication, prioritization, and service management abilities are required.

What the Company Offers

• The company offers hybrid working arrangements, development opportunities, professional memberships, and exposure to global technology teams and innovative projects.