About the Job:
The company is seeking a hands-on IT Operations Officer / Engineer to deliver day-to-day technical support and operational administration across our Microsoft 365, Azure, and on-premises infrastructure. The role serves as the first line of execution for incidents, service requests, user provisioning, endpoint management, and basic network operations, ensuring stable, secure, and well-monitored IT services for all employees.
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Location: Dubai, United Arab Emirates
Work Conditions:
Key Responsibilities:
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Microsoft 365 & Azure Operations:
- Daily administration of Microsoft Exchange Online, including mailbox creation, distribution lists, shared mailboxes, mail-flow rules, and basic troubleshooting.
- Operate Microsoft Defender for Office 365 and manage anti-phishing/anti-malware policies.
- Enroll, configure, and support devices in Microsoft Intune.
- Administer OneDrive and SharePoint for site/library provisioning and permission management.
- Provide support for Microsoft Teams.
- Use Microsoft 365 Admin Centre and Entra ID for user lifecycle management.
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Identity, Directory & On-Prem Services:
- Manage on-premises Active Directory, support hybrid identity components, and maintain DNS records.
- Assist with on-prem AD housekeeping tasks.
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Networking, Voice & Physical Systems:
- Provide first-line support for firewalls, switches, wireless systems, VoIP, and CCTV.
- Diagnose connectivity issues and support VoIP user provisioning.
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Service Desk & Operations:
- Own TECH EXPERT tickets through the service desk, onboard/offboard employees, and maintain accurate asset and configuration records.
- Produce knowledge base articles and end-user guides.
Required Technical Skills:
- Proficiency in Microsoft 365 services (Exchange Online, MDO, Intune, OneDrive, SharePoint, Teams).
- Experience with Entra ID (Azure AD) and Active Directory.
- Familiarity with networking, firewalls, and VoIP systems.
- Basic PowerShell scripting knowledge.
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: MS-900, AZ-900, MD-102, CompTIA Network+ / Security+, CCNA.
Soft Skills & Behaviors:
- Strong customer-service mindset with clear written and verbal communication.
- Detail-oriented and methodical about documentation.
- Willingness to work shifts/on-call as required.
Language Requirements:
- English proficiency required.
Key Performance Indicators (KPIs):
- Ticket SLA compliance, First Contact Resolution rate, end-user satisfaction, accuracy of records, and adherence to procedures.
