IT End User Support - Banking

About the Role
We are currently looking for IT End User Support for our UAE operations. This position involves providing both onsite and remote support to ensure the smooth operation of IT services and applications within the organization.

Technical Skills

• Windows OS administration, configuration, imaging, and troubleshooting
• Familiarity with banking applications and customer service
• Microsoft 365 administration
• Active Directory and server administration
• Basic networking skills (TCP/IP, DNS, DHCP, switches, Wi-Fi)
• Printer and peripheral support
• Endpoint management using tools such as Intune, Kaspersky, Defender, or equivalent

Core Competencies

• Willingness to work rotational shifts, on-call, and emergency response
• Excellent customer service and communication skills
• Strong troubleshooting and analytical ability
• Ability to work independently and under pressure
• Team collaboration and accountability
• Attention to detail and effective time management

Key Responsibilities

• Provide onsite and remote support for desktops, laptops, printers, mobiles, peripherals, meeting rooms/AV, and Teams Rooms; resolve hardware, software, OS, application, and connectivity issues within SLA.
• Act as the first point of contact via phone, email, walk-ins, and ticketing; log, troubleshoot, and escalate incidents as needed.
• Support banking operations and applications across branches, head office, contact center, corporate functions, VIP users, and senior management while ensuring compliance with security and audit requirements.
• Manage users and permissions in Active Directory and Microsoft 365 (Intune, Exchange); support Outlook, Teams, OneDrive, SharePoint; handle password resets, mailbox support, onboarding/offboarding, and workstation setup.
• Perform basic LAN/WAN/Wi-Fi/VPN troubleshooting, switch port activation, and structured cabling support; escalate complex infrastructure issues.
• Maintain IT asset and license inventory, conduct audits, and coordinate replacement, disposal, and warranty claims.
• Log and track tickets via the ITSM tool, maintain knowledge base articles, identify recurring issues, and support IT projects, office moves, and deployments.
• Be available for weekend/after-hours, rotational shift, and on-call support as required by operational and project needs.

Terms and Conditions

• Joining time frame: Immediate
• Maximum joining time frame: 4 weeks

Additional Information

• Availability for rotational shifts and on-call support is required.