Technology Support Analyst

Role overview

Responsibilities

• Provide on-site and remote first- and second-level support, resolving issues and escalating complex problems to international teams.
• Support production incidents and the wider technology stack to maintain availability and performance.
• Troubleshoot PC and server operating systems, VDI, and other critical systems.
• Procure, catalogue, install, and support hardware and software; guide end users on equipment and applications.
• Maintain technology asset and inventory records.
• Support rollouts, migrations, office moves, and events; undertake small- to medium-sized technology projects.
• Assist senior team members with project planning and implementation.
• Perform maintenance, patches, and updates to keep systems secure and reliable.
• Manage incidents, service requests, and changes in Jira Service Management in line with ITSM practices.
• Meet agreed SLAs and perform root cause analysis for recurring issues.

Technical requirements

• 2–3 years in an IT service desk, help desk, or technical support role.
• Experience supporting Microsoft 365, Windows operating systems, and end-user devices.
• Knowledge of Microsoft 365 administration, Exchange Online, and endpoint management.
• Experience with ticketing systems and ITSM processes; Jira Service Management, Jira, or similar tools.
• Strong troubleshooting and end-user support skills.
• Ability to document issues, resolutions, and technical procedures accurately.
• Ability to work independently, prioritize tasks, and perform under pressure.
• Excellent communication and interpersonal skills with a collaborative approach.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Benefits

• Annual ticket home allowance of AED 2,500 after one year of employment.
• Visa sponsorship and health insurance.
• Annual discretionary bonus pool and monthly and quarterly recognition programs.
• Yearly all-inclusive paid work trip to a global office for the Core Values Champion.
• Option to work from other global offices at the employee’s expense.