Welcome to the company, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs. Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 17+ financial regulators across 5 continents, and recipient of over 70 financial awards, the company is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.
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We are seeking an experienced Senior IT Support Engineer to ensure the smooth operation of the company’s IT systems across global offices. The role is responsible for providing Level 1 and Level 2 technical support, resolving hardware and software issues, managing IT infrastructure components, and delivering high-quality assistance to employees. You will support daily IT operations, contribute to IT projects, and uphold our internal security and technology standards.
Key Responsibilities:
- Serve as the 1st and 2nd line of technical support, assisting local and global users with hardware, software, and network issues.
- Install, configure, and troubleshoot computers, peripherals, printers, and other IT equipment.
- Set up and configure new IT equipment, supporting employee onboarding and offboarding processes.
- Manage Office 365 / Microsoft 365 accounts, including user creation or disabling, distribution lists, shared mailboxes, and security groups.
- Handle daily IT support tickets through JIRA ITSM, ensuring timely and accurate resolutions.
- Troubleshoot basic network issues, including TCP/IP, DNS/DHCP, connectivity failures, VLAN access, and Wi-Fi problems.
- Support Entra ID and Intune tasks, including device enrollments and access modifications.
- Participate in IT projects such as device rollouts, system upgrades, and network improvements.
- Maintain and update IT inventory in coordination with the Admin team.
- Prepare purchase requests for hardware, software, and other technical resources.
- Provide user guidance on IT best practices, tools, and security awareness.
- Collaborate with IT leadership to implement and improve IT policies, processes, and standards.
- Participate in scheduled on-call rotations to support after-hours incidents and critical issues.
Qualifications & Skills:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT Support or Support Engineering within a corporate environment.
- Proven experience delivering L1 and L2 support across multiple user groups.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, switching basics).
- Solid knowledge of Windows, macOS, Office 365, Active Directory/Entra ID, and core IT concepts.
- Experience using IT ticketing systems and familiarity with ITIL workflows.
- Awareness of cybersecurity best practices and secure user management.
- Excellent communication and interpersonal skills for supporting users at all levels.
- Strong problem-solving abilities, attention to detail, and the capacity to multitask in a fast-paced environment.
- Ability to work independently and collaboratively, delivering reliable and high-quality support.
Additional Skills (Preferred):
- Experience working within ITSM frameworks and SLAs.
- Practical knowledge of ITIL practices and incident management.
- Hands-on experience with Jira or other ITSM platforms.
- Experience using remote support tools.
- Understanding of patch management and update workflows.
Why Join Us?
- Work with an industry-leading global financial institution.
- Competitive salary and comprehensive employee benefits.
- Opportunities for professional growth and career advancement.
- Collaborative, inclusive, and dynamic work environment.
- Commitment to innovation and professional excellence.
Become part of our international community at the company, dedicated to excellence, innovation, and shaping the future of finance.
