IT Operations Officer

Location: Dubai

Microsoft 365 & Azure Operations

• Perform daily administration of Microsoft Exchange Online — mailbox creation, distribution lists, shared mailboxes, mail-flow rules, quarantine release and basic troubleshooting.
• Operate Microsoft Defender for Office 365 (MDO) — review alerts, release/block messages, manage anti-phishing/anti-malware policies under L2 guidance.
• Enroll, configure and support devices in Microsoft Intune (MDM/MAM) — compliance policies, app deployment, Autopilot, conditional enrolment.
• Administer OneDrive and SharePoint — site/library provisioning, permission management, sharing controls, restore from recycle bin / version history.
• Provide hands-on support for Microsoft Teams — teams/channels, meetings, telephony basics, calling policies, guest access.
• Use Microsoft 365 Admin Centre and Entra ID (Azure AD) for user lifecycle: create/disable accounts, license assignment, group membership, MFA, SSPR, basic Conditional Access policy support.

Identity, Directory & On-Prem Services

• Manage on-premises Active Directory — users, groups, OUs, GPOs, password resets, account lockouts.
• Support hybrid identity components (Entra ID Connect / sync issues) and escalate complex sync errors to L2.
• Maintain DNS records (A, CNAME, MX, TXT/SPF/DKIM/DMARC) under change control.
• Assist with MS DS / SOS and on-prem AD housekeeping tasks (replication checks, basic health monitoring).

Networking, Voice & Physical Systems

• First-line support for firewalls, switches, wireless controllers/APs, NAC, VoIP and CCTV — port checks, VLAN moves, basic ACL/rule changes, AP reboots, SSID issues.
• Diagnose connectivity issues (LAN/Wi-Fi/VPN) and escalate complex routing/security incidents to L2.
• Support VoIP user provisioning, handset configuration and call-quality troubleshooting.
• Monitor CCTV/NVR availability and storage, log faults, coordinate vendor visits.

Service Desk & Operations

• Own TECH EXPERT tickets end-to-end via the service desk — triage, acknowledge SLAs, document actions, follow up to closure.
• On-board / off-board employees: hardware preparation, account creation, license assignment, access provisioning, exit revocation.
• Maintain accurate asset, license and configuration records.
• Produce knowledge base articles, runbooks and end-user guides.

Required Technical Skills (Hands-On)

• Microsoft 365: Exchange Online, MDO, Intune (MDM/MAM), OneDrive, SharePoint, Teams, Microsoft 365 Admin Center.
• Identity: Entra ID (Azure AD), Conditional Access (operational support), MFA, SSPR.
• On-Prem: Active Directory, Group Policy, DNS, file & print services, MS DS / SOS familiarity.
• Endpoint: Windows 10/11 administration, basic macOS support, Autopilot, BitLocker.
• Networking: Practical exposure to firewalls, switches (VLAN/trunk), wireless, NAC, VoIP and CCTV systems.
• Tooling: ITSM/ticketing tools, remote support tools, basic PowerShell scripting for routine tasks.

Qualifications & Experience

• Bachelor's degree or diploma in Computer Science, Information Technology, or related field.
• 2–4 years of hands-on IT support / operations experience in a Microsoft-centric environment.
• Preferred certifications (any): MS-900, AZ-900, MD-102, MS-102, CompTIA Network+ / Security+, CCNA (or equivalent).

Soft Skills & Behaviors

• Strong customer-service mindset and clear written/verbal communication.
• Methodical, detail-oriented and disciplined about documentation and ticket hygiene.
• Ability to work shifts / on-call rotation as required.
• Eagerness to learn, follow process and escalate appropriately.

Key Performance Indicators (KPIs)

• Ticket SLA compliance (response & resolution).
• First Contact Resolution rate.
• End-user satisfaction (CSAT) score.
• Accuracy of asset, license and AD/Entra records.
• Adherence to change and security procedures.