About the Role
As Technician, Site Services, you will be a member of a Client Support Pod with the core goal of delivering white glove technical service to your Pod’s assigned client base. While your primary focus will be to physically service clients in their offices and home offices, all Pod members must be flexible to accommodate modern hybrid work patterns. This means responding to email tickets, phone calls, remote support sessions, and other forms of remote support as requested.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
As a contributing member of the Support Pod, your time will be spent collaborating and communicating with clients, colleagues, and third parties to resolve technical issues and implement new technological devices and services.
This description outlines the general nature and main duties of the role and is not exhaustive; you may be asked to undertake other duties of a similar nature. This job description may be updated periodically to reflect changing business needs, with consultation before making significant changes. It does not form part of the contract of employment.
Duties and Responsibilities:
- Provide best in class technical support primarily onsite and additionally via phone, email, and remote.
- Support and install all hardware at client sites, including the company infrastructure, workstations, printers, and peripherals.
- Communicate effectively with both clients and peers to ensure timely responses to client tickets.
- Record all work activities in a timesheet within our ticketing system (ServiceNow).
- Be a primary onsite resource for the UK Support team and build relationships with UK client users, including home visits for setup or troubleshooting client equipment when necessary.
- Multi-task client issues as applicable.
- Document technical issues and escalate as needed to the appropriate resource.
- Be amenable to occasional travel.
- Meet minimum standards for key performance indicators (KPIs).
- Contribute to team mandated goals and KPIs.
- Maintain flexibility regarding duties and hours of work, with occasional requirements to work out of hours for client onboardings and project work.
Technical Skills:
- Create/manage Active Directory accounts, groups, and permissions.
- Proficiency with Duo Security and other two-factor authentication applications.
- Experience in Microsoft Exchange Administration.
- Knowledge of Azure Active Directory/Entra ID.
- Troubleshooting of hardware (video cards, USB & peripheral devices, network appliances, drivers, etc.).
- Familiarity with mobile device management technologies.
- Understanding of networking fundamentals.
- Experience with VMware vSphere administration.
- Install, configure, and manage print queues.
- Troubleshoot DNS, DHCP, and TCP/IP issues.
- Experience managing or working in a multi-tenant environment.
- Background in financial services is advantageous.
- Ability to methodically work through issues.
- Experience administering Windows Server 2012 and above.
- Basic knowledge of policy management (Group Policy & Intune).
- Support and expertise of the evolving Microsoft 365 suite of products, with self-learning and training on new products and services as needed.
- Experience with advanced hardware troubleshooting and installation of core networking equipment.
Nice to Haves:
- Ability to lift and work with heavy equipment up to 25KG (such as a UPS).
- A strong sense of pride and passion for work, along with a desire to help teammates.
- Neat, organized, energetic, and proactive personality.
- Positive attitude, team player willing to take on new tasks.
- Proactive/flexible nature with a willingness to suggest improvements.
Qualifications:
- Minimum of 2-4 years’ experience in IT roles demonstrating excellent customer service and support.
- Relevant professional qualifications are a plus.
- Great attitude and a team player who is willing to pitch in and take on new tasks.
- Proactive/flexible nature.
You'll love this job if:
- You are highly STRATEGIC and seek efficient work outputs.
- You are extremely ORGANISED and can tackle multiple tasks simultaneously without feeling overwhelmed.
- You are DETAIL ORIENTED and appreciate the importance of detailed and precise information.
- You are a strong COMMUNICATOR and excel at collaboration with others.
- You are AGILE and adapt well to changing needs and priorities.
- You are PASSIONATE about your work and supporting the people involved.
