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 and meet agreed service levels.
• Escalate complex issues to global IT teams and vendors while maintaining a customer-focused service.

End User Computing

• Support desktops, laptops, mobile devices, collaboration technologies, printers, and peripherals.
• Configure, deploy, maintain, and patch end-user devices and software.
• Manage user accounts, access permissions, and system administration activities.

Office, Site, and Infrastructure Support

• Provide on-site IT support for the Dubai office and remote support to regional locations.
• Support office moves, technology refreshes, meeting room technology, workplace infrastructure, new offices, project sites, and client locations.
• Maintain and monitor local office networks, audiovisual systems, and connectivity solutions.

Security and Compliance

• Ensure compliance with IT policies, standards, and security requirements and promote cybersecurity awareness.
• Assist with IT audits, asset management, compliance reporting, and security-related incident resolution.

Projects and Improvement

• Support regional and global IT projects, technology implementations, software deployments, testing, training, and user adoption.
• Maintain technical documentation, asset records, and support procedures and identify service improvement opportunities.

Skills and Experience

• A degree in Information Technology, Computer Science, or a related discipline.
• At least 10 years of experience in IT support, desktop support, or infrastructure support.
• Strong knowledge of Microsoft 365, Windows, Azure Active Directory or Entra ID, networking, IT service management, cybersecurity, endpoint management, and compliance.
• Strong troubleshooting, problem-solving, customer service, communication, prioritization, and service-management abilities.
• Professional services, engineering consultancy, multinational, multi-office, or related environment experience is desirable or advantageous.

Working Arrangements

• The role includes hybrid working arrangements.
• The position provides on-site support for the Dubai office and remote support for regional locations.

What the Company Offers

• The company advertises competitive salary and benefits, continuous development, professional memberships, global technology collaboration, innovative projects, and an international culture.