Information Technology Support Engineer
Role Overview
Provide L2/L3 and system-technical support to employees in the Abu Dhabi office.
Maintain a reliable end-user IT environment and manage user requests from initial contact through resolution or escalation.
Provide responsive, customer-focused support, including assistance to senior and VIP employees.
Key Skills for This Role
Full Job Posting
About the company
Freedom Broker Global Markets is a subsidiary of Freedom Holding Corp., a NASDAQ-listed financial services group.
The company operates under an FSRA financial services permission in Abu Dhabi Global Market and specializes in brokerage and investment services.
About the role
Provide L2/L3 and system-technical support to employees in the Abu Dhabi office.
Maintain a reliable end-user IT environment and manage user requests from initial contact through resolution or escalation.
Provide responsive, customer-focused support, including assistance to senior and VIP employees.
Responsibilities
- Manage incidents and service requests through ServiceDesk, email, phone, or in person, maintaining accurate records.
- Troubleshoot hardware, software, operating system, connectivity, and access issues.
- Support Windows 10/11, macOS, corporate mobile devices, Microsoft 365, and approved business applications.
- Resolve workstation and hardware issues; set up or relocate workstations and coordinate repairs.
- Support printers, video conferencing equipment, IP phones, LAN/Wi-Fi, VPN clients, and VMware Horizon.
- Use logs to investigate incidents, escalate when specialist help is needed, and own requests through resolution.
- Prioritize business-critical issues and support VIP and senior employees professionally and discreetly.
- Maintain user guides and knowledge-base articles, follow IT and information security procedures, and propose process improvements.
Professional competence requirements
- Hands-on support-engineer-level administration and troubleshooting of Windows 10/11 and macOS.
- Understanding of user accounts, access rights, permissions, and security policies.
- Networking knowledge covering LAN/Wi-Fi, TCP/IP, DNS, DHCP, and standard connectivity diagnostic tools.
- Experience with Microsoft Office/Microsoft 365, corporate applications, hardware diagnostics, and workstation setup.
- Experience supporting multifunction printers, video conferencing systems, and IP phones.
- Experience with FortiClient, Cisco AnyConnect, OpenVPN, and VMware Horizon or similar virtual desktop technologies.
- Ability to investigate using Windows Event Viewer, macOS Console, logs, and error codes, and judge when to escalate.
- Experience with ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, or a similar ticketing platform, and technical documentation.
- Excellent communication and customer-service skills; able to support senior and VIP users professionally and discreetly.
- Russian and English languages are required.
Why join
- Join a growing international financial services group and work with senior stakeholders and business-critical technology.
- Opportunities to broaden technical experience and contribute to developing IT support processes.
Workplace
- The role provides support to employees in the Abu Dhabi office.
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