End User Support Senior Specialist

The Senior End User Support Specialist provides high-quality, customer-focused IT support for employees across the organization. This role is responsible for resolving technical issues, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.

Responsibilities

• Lead and manage the VIP incident and requests.
• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
• Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).
• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.
• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.
• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.
• Lead and mentor other support engineers, providing guidance on complex technical issues and best practices.

Requirements

• Bachelor’s degree in computer science/computer information system.
• Handling of VIP employees.
• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Azure Fundamentals.
• Apple Certified Support Professional (ACSP) for supporting macOS and Apple devices.
• Proficiency in supporting enterprise-level applications, including Microsoft 365 and other business-critical software.

Work Conditions
Work in a friendly environment, where everyone shares positive vibes and is excited about the future. Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.

Location
Dubai