Senior Service Desk Analyst

Role Overview

Compensation

• The description states a salary range of 120,000 AED but does not specify the payment period.
• The employer states that the base salary is commensurate with experience.

Job Type and Schedule

• The role is full-time, permanent, and on-site.
• The working pattern is Monday to Friday and includes participation in an on-call rota.
• Occasional travel to customer sites may be required.

Key Responsibilities

• Provide 2nd and 3rd line support to internal users and managed customers.
• Troubleshoot desktop, server, networking, and Microsoft 365 issues.
• Support Intune, Entra ID, endpoint management, and secure endpoint configurations.
• Build, configure, and deploy laptops, desktops, and mobile devices.
• Assist with customer onboarding, infrastructure projects, cloud migrations, and system upgrades.
• Configure and support firewalls, switches, wireless networks, VPNs, and related equipment.
• Produce reports, maintain technical documentation, and create knowledge base articles.
• Act as a Service Desk escalation point, mentor junior engineers, and support continuous improvement.

Essential Skills and Experience

• At least 3 years of experience in IT support, service desk, or an MSP environment.
• Strong Microsoft 365 support experience.
• Experience with Intune, Entra ID, Windows 10/11, Windows Server, Active Directory, and Group Policy.
• Knowledge of DNS, DHCP, TCP/IP, VPNs, firewalls, and switching.
• Excellent troubleshooting and diagnostic skills.
• Strong communication, customer service, prioritization, and multitasking skills.

Desirable Skills

• A valid UAE driver's licence and vehicle access for occasional site access are desirable.
• MSP experience, Microsoft certifications, Microsoft Defender, endpoint security, Datto RMM, HaloPSA, PowerShell, Cyber Essentials, and Zero Trust knowledge are desirable.

Benefits

• The employer offers career progression, ongoing training and development, and Microsoft training and certification support.
• The role provides exposure to modern Microsoft Cloud and Cyber Security technologies.
• The company describes a collaborative culture that values work-life balance and personal growth.
• Sponsorship is available.