End User Support Senior Specialist

End User Support Senior Specialist
- VIP IT Support Job Snapshot
- Role: End User Support Senior Specialist
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Location:
Dubai, United Arab Emirates
- Industry: Retail
- Function: Desktop Service and Support
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Experience:
5 years in VIP IT support
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Job Type
Full Time
- Work Arrangement: On-sitePosition OverviewMajid Al Futtaim Global Solutions is seeking an experienced End User Support Senior Specialist to deliver responsive, high-quality IT support to senior management and executive users in Dubai, United Arab Emirates. The role focuses on resolving technical issues across desktops, laptops, mobile devices, operating systems, corporate applications, and collaboration platforms. You will serve as a primary IT contact for VIP users, ensuring incidents and service requests are handled professionally, efficiently, and in accordance with established IT service standards. As a senior member of the support function, you will also troubleshoot complex technical problems, coordinate with specialist IT teams, maintain technical documentation, and mentor support engineers. The successful candidate will combine strong technical troubleshooting capabilities with excellent communication skills and a customer-focused approach to executive IT support.

Key Responsibilities
Executive and VIP IT Support
- Serve as the primary IT support contact for VIP users, senior management, and executive stakeholders. Provide professional, responsive, and personalized technical assistance. Diagnose and resolve technology issues affecting executive productivity. Manage support requests with appropriate urgency and attention to service quality. Maintain clear communication with users throughout incident resolution. Ensure a consistent support experience aligned with established IT service standards. First and Second Line Technical Support
- Deliver first and second line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment. Diagnose and resolve hardware, software, and operating system issues. Support end-user computing environments running Windows and macOS.
Troubleshoot corporate applications and common workplace technology problems. Provide technical assistance for collaboration platforms, including Microsoft Teams and Zoom. Install, configure, maintain, repair, and replace end-user hardware and software. Restore affected services efficiently while minimizing disruption to users. Network and Connectivity Troubleshooting
- Investigate and resolve Local Area Network (LAN) and Wide Area Network (WAN) connectivity issues. Troubleshoot Virtual Private Network (VPN) access and connectivity problems. Diagnose issues involving routing, switching, and internet access. Identify network-related problems affecting end-user devices and applications. Coordinate with infrastructure and network specialists when additional technical intervention is required. Support the timely restoration of reliable network connectivity for affected users. User Access and System Administration
- Manage user access through Active Directory in accordance with established procedures. Support access requirements for corporate applications and end-user systems. Assist with the configuration and maintenance of user computing environments. Monitor system health and identify potential technical issues proactively. Support reliable operation and availability of end-user technology. Coordinate with relevant teams to address access, application, or system-related concerns. Incident and Service Request Management
- Take ownership of assigned IT incidents and service requests. Assess technical issues and prioritize support activities according to urgency and business impact. Troubleshoot incidents and implement appropriate resolutions. Escalate complex problems to infrastructure, security, application, or vendor support teams when required. Coordinate with relevant technical specialists until issues are fully resolved. Maintain accountability for the progress and completion of support tickets. Ensure incident handling meets applicable IT service standards. Focus on timely resolution and overall user satisfaction. Technical Documentation and Knowledge Sharing
- Develop and maintain technical documentation for common and complex support scenarios. Prepare knowledge base articles and troubleshooting guides. Document technical solutions to improve consistency in incident resolution. Share practical troubleshooting knowledge with other support engineers. Contribute to improvements in technical support procedures and service delivery. Help support teams resolve recurring issues more efficiently. Technical Escalation and Team Mentoring
- Act as an escalation point for complex end-user computing incidents. Provide advanced technical troubleshooting assistance to support engineers. Guide colleagues through difficult hardware, software, connectivity, and application issues. Mentor support engineers and help strengt