Information Technology Help Desk Technician

Description:

We are seeking an IT Helpdesk Technician to join our global IT team and provide frontline technical support to users across the business.

Based in Dubai, the role will serve as the first point of contact for IT incidents and service requests, providing timely, professional, and high-quality support to Dubai-based users and, where required, remote users across the organisation. The ideal candidate will support hardware, software, networks, Microsoft 365, endpoint management, identity and access, workplace technology, and basic cybersecurity activities while ensuring users receive clear communication and effective support throughout the lifecycle of each request.

Location: Dubai

Contract: Full-time, permanent

Responsibilities:

End-User Support & Ticket Management

Provide first-level technical support, diagnosing and resolving hardware, software, network, and access-related issues.
Receive, log, prioritize, and follow up support requests through the IT ticketing system.
Act as the first point of contact for incidents and service requests received by phone, email, walk-up support, or remote channels.
Escalate complex incidents to the appropriate internal teams or external providers while maintaining ownership and visibility until closure.

Workplace Technology & Endpoint Support

Install, configure, and maintain laptops, desktops, printers, meeting room equipment, mobile devices, and other IT peripherals.
Support Windows and macOS devices, including user profile setup, operating system troubleshooting, updates, and basic performance issues.
Assist with Microsoft Intune and endpoint management, including device enrolment, compliance checks, and application deployment support.
Provide support for videoconferencing equipment, collaboration rooms, and Microsoft Teams meeting experiences.

Microsoft 365, Identity & Access Support

Support Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and related collaboration tools.
Assist with user account administration, permissions, password resets, mailbox access, group membership, and basic identity management.
Support Azure Active Directory and Microsoft Entra ID processes under the guidance of senior IT staff and in line with security and approval procedures.
Provide practical guidance and day-to-day assistance to help users effectively adopt standard IT tools.

Network, Cloud & Infrastructure Support

Assist with basic network troubleshooting, including connectivity, Wi-Fi, VPN, DNS, DHCP, and printer/network access issues.
Support local IT infrastructure within the Dubai office, working with internal teams and vendors as required.
Assist with monitoring, maintaining, and documenting IT assets, equipment allocation, and support activities.
Support Microsoft cloud environments, including Microsoft 365 and Azure-related end-user services, under the direction of senior IT staff.

Cybersecurity & Compliance

Follow and promote company information security policies, acceptable use standards, and cybersecurity best practices.
Support users with phishing awareness, secure access procedures, endpoint protection, and the safe handling of company information.
Assist with Microsoft Defender alerts, device compliance follow-up, and basic security checks as required.
Ensure support activities comply with internal controls, access approval processes, and audit requirements.

Documentation, Projects & Continuous Improvement

Create and maintain technical documentation, user guides, and troubleshooting notes for common IT issues.
Contribute to IT projects, office moves, equipment rollouts, system upgrades, and technology improvement initiatives.
Identify recurring issues and recommend practical improvements to reduce incidents and enhance the user experience.
Maintain a service-oriented approach and provide users with clear updates throughout the lifecycle of each request.

Experience & Qualifications

Technical qualification, diploma, or degree in Information Technology, Computer Science, Computer Engineering, or a related field.
Previous experience in IT helpdesk, desktop support, service desk, or a similar end-user support role.
Good working knowledge of Windows and macOS operating systems.
Practical experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, and Office applications.
Basic understanding of TCP/IP, DHCP, DNS, VPN, and Wi-Fi troubleshooting.
Experience using IT ticketing systems to record, prioritize, track, and escalate incidents and service requests.
Knowledge of Microsoft Intune, Microsoft Entra ID, Microsoft Defender, and endpoint management concepts.
Experience supporting printers, peripherals, mobile devices, and videoconferencing equipment.
Good understanding of cybersecurity principles, data protection, and secure user access practices.
Fluent written and spoken English.

Desirable

ITIL Foundation, Microsoft, CompTIA A+, Network+, Security+, or similar certifications.
Experience supporting Microsoft cloud environments, including Azure and Microsoft 365.
Working knowledge of Active Directory, Microsoft Entra ID, and identity/access management processes.
Experience with Mobile Device Management solutions, preferably Microsoft Intune / Microsoft Endpoint Manager.
Experience supporting executives, VIP users, or multi-location business environments.
Knowledge of incident response basics, endpoint protection, and practical security operations support.
Portuguese and additional languages will be considered an advantage.