End User Support Senior Specialist

Job Description

411_2483458

Location: Onsite – Dubai
Duration: 6 months (extendable)
Start: ASAP

Role Overview:

TheEnd User Support Senior Specialist provides high-quality, customer-focused IT support for Senior and leadership teams across the organization. This role is responsible for resolving technical issues, faced by executives and senior leaders, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for Senior and executive users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.

Key Responsibilities:

• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.

• Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).

• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.

• Support Windows and macOS environments, corporate applications, and Active Directory user access management

• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.

• Resolve technical problems related to LAN, WAN and VPN.

• Configuring and maintaining routing, switching, network setup and internet connectivity.

• Responding in a timely manner to service issues and requests.

• Provide advanced technical support to senior management, responding to issues and requests in a timely manner and resolving complex problems.

• Repairing and replacing equipment as necessary.

• Strong understanding of computer systems, network protocols, infrastructure hardware, and software technologies.

• Proven experience in troubleshooting LAN/WAN and VPN issues

• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.

• Troubleshoot and diagnose hardware and software issues, offering expert-level solutions to technical problems across various platforms and devices.

• Oversee the repair and replacement of faulty equipment, ensuring that devices meet the operational standards of the organization.

• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal use and end-user reference.

• Lead and mentor other support engineers, providing guidance on complex technical issues, best practices.

• Manage and prioritize support cases, ensuring all incidents are tracked, resolved, and followed up to ensure satisfaction.

Qualification, Experience & Skills:

Education

• Bachelor’s degree in computer science/ computer information system

Experience

• 4 to 6 years experience in IT field support.

Certifications (Preferred but not required):

• CompTIA A+, Network+ , or other technical certifications.

• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Azure Fundamentals.

• Apple Certified Support Professional (ACSP) for supporting macOS and Apple devices.

• ITIL Foundation or experience with ITIL frameworks for IT service management.

Skills

• Ability to Communicate effectively and professionally

• Manage senior leaders and executive requests and demands efficiently and proactively

• Expert knowledge of Windows and Mac OS environments, as well as experience with mobile device management (MDM) and troubleshooting.

• Proficiency in supporting enterprise-level applications, including Microsoft 365

  and other business-critical tools.

• Experience with remote desktop applications and support tools (e.g., TeamViewer, Remote Desktop Protocol).

• Knowledge of networking fundamentals, including VPNs, Wi-Fi troubleshooting, TCP/IP, DHCP and DNS.

• Familiarity with endpoint management systems (e.g., Intune, Jamf, SCCM) and ticketing systems (e.g., ServiceNow, Jira).

• Experience with hardware setup, maintenance, and troubleshooting, including switches, routers, printers, scanners, and other peripherals.

• Knowledge of IT security best practices to safeguard user devices and sensitive company data.

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2025-11-11 12:40:22