Location: Onsite - Dubai
Duration: 6 months (extendable)
Start: ASAP
Role Overview:
The End User Support Senior Specialist provides high-quality, customer-focused IT support for Senior and leadership teams across the organization. This role is responsible for resolving technical issues, faced by executives and senior leaders, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for Senior and executive users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.
Key Responsibilities:
Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).
Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.
Support Windows and macOS environments, corporate applications, and Active Directory user access management
Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.
Resolve technical problems related to LAN, WAN and VPN.
Configuring and maintaining routing, switching, network setup and internet connectivity.
Responding in a timely manner to service issues and requests.
Provide advanced technical support to senior management, responding to issues and requests in a timely manner and resolving complex problems.
Repairing and replacing equipment as necessary.
Strong understanding of computer systems, network protocols, infrastructure hardware, and software technologies.
Proven experience in troubleshooting LAN/WAN and VPN issues
Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.
Troubleshoot and diagnose hardware and software issues, offering expert-level solutions to technical problems across various platforms and devices.
Oversee the repair and replacement of faulty equipment, ensuring that devices meet the operational standards of the organization.
Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal use and end-user reference.
Lead and mentor other support engineers, providing guidance on complex technical issues, best practices.
Manage and prioritize support cases, ensuring all incidents are tracked, resolved, and followed up to ensure satisfaction.
Qualification, Experience & Skills:
Education
Bachelor’s degree in computer science/ computer information system
Experience
4 to 6 years experience in IT field support.
Certifications (Preferred but not required):
CompTIA A+, Network+, or other technical certifications.
Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Azure Fundamentals.
Apple Certified Support Professional (ACSP) for supporting macOS and Apple devices.
ITIL Foundation or experience with ITIL frameworks for IT service management.
Skills
Ability to Communicate effectively and professionally
Manage senior leaders and executive requests and demands efficiently and proactively
Expert knowledge of Windows and Mac OS environments, as well as experience with mobile device management (MDM) and troubleshooting.
Proficiency in supporting enterprise-level applications, including Microsoft 365
and other business-critical tools.
Experience with remote desktop applications and support tools (e.g., TeamViewer, Remote Desktop Protocol).
Knowledge of networking fundamentals, including VPNs, Wi-Fi troubleshooting, TCP/IP, DHCP and DNS.
Familiarity with endpoint management systems (e.g., Intune, Jamf, SCCM) and ticketing systems (e.g., ServiceNow, Jira).
Experience with hardware setup, maintenance, and troubleshooting, including switches, routers, printers, scanners, and other peripherals.
Knowledge of IT security best practices to safeguard user devices and sensitive company data.