Family Office Technology Support - Arabic Speaker
Skills
About This Role
Job Overview
- Family Office Technology Support is responsible for delivering a premium, highly responsive, and discreet IT support service to the family members. The role ensures a seamless and uninterrupted technology experience across all assigned endpoints, peripherals, communication tools, and business applications.
- This position requires a trusted IT professional who can operate effectively in high-profile and highly confidential environments, providing white-glove support with exceptional professionalism, sound judgment, and absolute discretion.
- Confidentiality, trust, and service excellence are fundamental to this role and must be upheld at all times.
Family Office Technology Support
- Deliver high-touch, white-glove IT support to the stakeholders.
- Provide prompt, courteous, and professional support for laptops, desktops, mobile devices, tablets, printers, and other peripherals used by family.
- Respond to support requests received through phone, email, messaging platforms, or in person with urgency and discretion.
- Investigate, diagnose, and resolve hardware, software, operating system, email, application, connectivity, and peripheral issues with minimal disruption to users.
- Support the setup, configuration, and optimization of endpoint devices, communication tools, collaboration platforms, and business applications.
- Provide one-to-one assistance and user guidance to ensure the effective, secure, and convenient use of technology services.
- Confidentiality and Discretion
- Maintain the highest standards of confidentiality, discretion, and professionalism in all aspects of the role.
- Safeguard all sensitive business, personal, and executive information encountered during support activities.
- Exercise sound judgment when supporting stakeholders in executive, private, or sensitive environments.
- Ensure all incidents, requests, and service records relating to stakeholders are documented and handled securely, with access limited strictly on a need-to-know basis.
- Coordinate discreetly with internal IT teams and third-party vendors while ensuring that confidential information is protected at all times.
- Demonstrate tact, maturity, and trustworthiness in all interactions involving the stakeholders.
Proactive Endpoint and Printer Management
- Proactively manage executive and family endpoints to maintain performance, reliability, and availability.
- Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, software, and network-connected peripheral devices.
- Ensure all printers supporting executive offices are fully operational at the start of each shift or working day.
- Monitor and maintain the availability of printer consumables, including paper, toner, and ink, to ensure uninterrupted service.
- Conduct regular preventive maintenance and health checks for devices and peripherals used by the family.
- Ensure all assigned technology assets are secure, updated, properly configured, and aligned with approved IT standards, IT Governance and Audit Compliance
- Adhere to all IT Policies and Processes
Incident, Request, and Problem Management
- Take full ownership of all user issues from initial request through to closure, ensuring proactive follow-up and timely resolution.
- Record, track, update, and monitor incidents and service requests through the helpdesk or service management platform.
- Prioritize family-related issues appropriately and ensure they are resolved within agreed service levels and business expectations.
- Escalate complex or high-impact issues to the division head, infrastructure teams, or external vendors while retaining ownership and visibility through to resolution.
- Maintain accurate logs of hardware, software, and service-related incidents, including troubleshooting actions and final outcomes.
- Identify recurring issues, contribute to root cause analysis, and recommend long-term corrective or preventive actions to reduce ticket volumes.
Customer Experience and Service Excellence
- Deliver an exceptional customer experience through responsiveness, professionalism, discretion, and technical competence.
- Build trusted relationships with family by providing calm, courteous, and reliable support.
- Communicate effectively with users in person, by telephone, and in writing, providing clear guidance and reassurance.
- Prepare simple, effective support materials and user instructions where required.
- Provide end-user orientation, advice, or training to support effective and secure use of IT equipment and services.
- Anticipate family requirements and provide proactive support to enhance satisfaction and service continuity
IT Governance, Audit, and Security Compliance
- Adhere to all IT policies, standards, procedures, and security requirements.
- Ensure all support activities are conducted in line with internal governance controls, audit requirements, and data protection standards.
- Promote secure use of devices, systems, and applications by stakeholders’ users through guidance and adherence to approved practices.
- Identify and promptly report any risks, control weaknesses, security incidents, or compliance concerns affecting stakeholders’ technology environments.
- Support audit readiness by ensuring records, asset registers, and support documentation are complete, accurate, and properly maintained.
Continuous Improvement
- Review daily support activities and ticket trends to identify areas for improvement and incident reduction.
- Recommend and implement service enhancements to improve support quality, efficiency, and the stakeholders’ experience.
- Contribute to the development and refinement of support procedures, knowledge articles, and executive support standards.
- Stay current with relevant technologies, tools, and best practices to enhance support capabilities and service delivery.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.
- Relevant technical certifications such as ITIL, Microsoft, CompTIA, Apple, or equivalent are preferred.
- Additional certifications in endpoint management, customer service, or information security are an advantage.
- Minimum of 5-8 years of experience in IT support, end-user computing, or service desk operations.
- Minimum 2-3 years of VIP or Family support experience.
- Strong command of Arabic, including speaking, reading, and writing; possession of a valid driver’s license is mandatory
- Proven experience providing executive or VIP support to senior leadership, board members, family offices, or high-profile stakeholders.
- Experience supporting a broad range of endpoint devices, peripherals, printers, collaboration tools, and business applications.
- Strong experience in incident management, service request fulfillment, and escalation coordination.
- Experience working in highly confidential environments with exposure to sensitive business and personal information is strongly preferred.
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