Senior IT Support Engineer

As an IT Support member at the company, you will play a crucial role in ensuring the smooth operation of our IT systems and providing technical assistance to employees. You will be responsible for resolving hardware and software issues, maintaining IT infrastructure, and supporting users with various IT-related tasks.

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, deep 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, the company is devoted to innovation, excellence, and empowering clients to achieve their financial goals.

Key Responsibilities:

• Serve as the 1st and 2nd line of technical support for local and global end-users with hardware, software, and network-related issues.
• Install, configure, and troubleshoot computers, peripherals, printers, and other IT equipment.
• Set up and configure new IT equipment for employees and assist with user onboarding and offboarding.
• Manage Office 365 user accounts, including creating or disabling users and configuring distribution lists.
• Handle daily IT support tickets through JIRA ITSM, ensuring timely and professional resolutions.
• Troubleshoot basic network problems, including TCP/IP configuration and connectivity failures.
• Support Entra ID and Intune tasks, including user enrollments and access adjustments.
• Participate in IT projects, including device enrollments and system upgrades.
• Maintain and update IT inventory in collaboration with the Admin department.
• Prepare purchase requests for technical equipment and software acquisitions.
• Provide guidance to users on IT best practices and security awareness.
• Collaborate with the IT team to implement and improve IT policies and procedures.
• Participate in scheduled on-call rotations for after-hours incidents and critical issues.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Over 5 years of experience in Support Engineering within a corporate environment.
• Proven experience in technical support roles, covering L1 and L2 support responsibilities.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Strong knowledge of Microsoft Windows, Mac OS, Office 365, and basic networking principles.
• Experience with IT ticketing systems and familiarity with ITIL workflows.
• Awareness of cybersecurity best practices and secure user management.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment.
• Ability to work independently and as part of a team, providing reliable and high-quality support.

Additional Skills (Preferred):

• Experience with ITIL practices and incident management.
• Experience utilizing Jira or other ITSM ticketing systems.
• Understanding of patch management and familiarity with backup/restore tools.
• Knowledge of API integrations, SSO, automation workflows, and SaaS management.

Work Conditions:

• Full-time, on-site position.
• Participation in scheduled on-call rotations for after-hours support.

Language Requirements:

• Proficiency in English is required.

Why Join Us?

• Work with one of the world’s leading financial derivatives institutions.
• Competitive salary plus performance-based incentives.
• Access to a dynamic, international, and fast-growing environment.
• Strong opportunities for career progression within a global financial group.
• Be part of a business committed to innovation, excellence, and long-term growth.