Digital Support Specialist

About the role

IT operations and service delivery

• Coordinate IT teams to deliver services and resolve technical issues promptly.
• Manage incidents and service requests under established procedures and SLAs.
• Maintain accurate technical documentation; investigate and resolve system or service issues.
• Share recurring issues with IT management and identify process improvements and best practices.
• Lead coordination for Level 1 support tickets and maintain logs, reports, and support documentation.
• Help employees understand IT and information security policies; handle user inquiries, escalations, and feedback.
• Build stakeholder relationships, align services with business needs, and conduct service reviews to improve user experience.

Essential education and experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL, CCNA, and Microsoft Certified Professional (MCP) certifications.
• At least two years of experience in IT service delivery or IT support.

Essential knowledge and skills

• Strong understanding of IT service management frameworks, particularly ITIL.
• Knowledge of Microsoft operating systems, Microsoft applications, and client-based technologies.
• Experience with or knowledge of ServiceNow.
• Troubleshooting, problem solving, communication, customer service, prioritization, organization, and documentation skills.

Preferred qualifications and experience

• MBA and project management certification in Agile and/or Waterfall methodologies are preferred.
• Two or more years of IT project management experience is preferred.
• Knowledge of GDPR, international information security regulations, PCI, ISO standards, and UAE data protection or security regulations is preferred.
• Understanding of information security operations, security governance, cybersecurity best practices, and compliance requirements is preferred.

About Miral Experiences