IT Support Engineer (Mid-Senior Level)

About Us

About The Role

IT Systems

• Serve as the primary on-site IT point of contact for our Dubai office, providing first and second-line support for all hardware, software, and network issues.
• Deliver remote IT support to Club L colleagues across our international offices, ensuring consistent and high-quality service regardless of location.
• Support the company's Office 365 environment, including user account administration, troubleshooting, and ongoing maintenance.
• Provide onboarding support for new starters in Dubai and remotely as the office grows.
• Monitor and maintain computer systems, servers, and networks to ensure optimal performance.
• Install, configure, and upgrade hardware and software as required.
• Document and track support requests using the company's ticketing system, ensuring timely resolution and an excellent end-user experience.
• Proactively identify and address potential IT issues before they impact the business.
• Collaborate closely with the UK-based IT team on projects, process improvements, and best practice initiatives, with a willingness to flex working hours where needed to bridge the time zone difference.

Office Administration

• Act as the primary point of contact for the serviced office provider, managing the relationship and ensuring the space meets the needs of the business.
• Oversee facilities management, including coordinating maintenance, managing access, and liaising with building management.
• Manage supplier and vendor relationships, including negotiating contracts, processing invoices, and ensuring service levels are met.
• Provide general administrative support to staff, helping to keep the office running efficiently day to day.
• Support the setup and continuous improvement of office processes and procedures as the Dubai team grows.

Requirements

• 3–5 years of proven experience as an IT Support Engineer or in a similar role.
• Strong knowledge of Office 365 administration and support.
• Demonstrated experience providing remote IT support across multiple locations or time zones.
• Excellent problem-solving skills and a high level of attention to detail.
• Confident working independently and taking ownership in a standalone on-site role.
• Strong communication and interpersonal skills, with the ability to build relationships across a global team.
• Nice to Have
• Experience with Shopify and third-party e-commerce solutions.
• Familiarity with IT setup and support in a co-working or serviced office environment.
• Understanding of ITIL framework and best practices.
• Experience setting up and managing IT infrastructure for a new office environment.
• Familiarity with IT compliance and data security requirements in the UAE.