End User Support Senior Specialist

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JOB TITLE
End User Support Senior Specialist | MAF Global Solutions | Global Solutions UAE

ROLE SUMMARY
The End User Support Senior Specialist provides high-quality IT support to senior and executive users, resolving technical issues across desktops, laptops, mobile devices, and collaboration tools. Ensures a seamless user experience by managing incidents and service requests efficiently and in line with IT service standards.

ROLE PROFILE

  • Serve as the primary IT support contact for VIP and senior management users, ensuring a high-quality and responsive service experience.
  • Provide 1st and 2nd line technical support for hardware, software, operating systems, mobile devices, printers, and collaboration tools such as Teams and Zoom.
  • Troubleshoot and resolve LAN, WAN, VPN, routing, switching, internet connectivity, and network-related issues.
  • Install, configure, maintain, repair, and replace IT hardware, software, peripherals, and end-user devices across Windows and macOS environments.
  • Manage Active Directory access, corporate applications, system health, and proactive monitoring to ensure reliability and uptime.
  • Own and prioritize support tickets, escalating and coordinating with infrastructure, security, application, and vendor teams through to complete resolution.
  • Develop technical documentation, knowledge base articles, and troubleshooting guides, while leading and mentoring support engineers on complex technical issues.
  • Act as the escalation point for complex incidents, providing expert troubleshooting and ensuring timely resolution and overall user satisfaction.


REQUIREMENTS

  • Bachelor’s degree in computer science/ computer information system
  • 5 to 10 years' experience in VIP IT support field
  • CompTIA A+, Network+, or other technical certifications.
  • Ability to Communicate effectively and professionally


WHAT WE OFFER

  • At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
  • Work in a friendly environment, where everyone shares positive vibes and excited about our future.
  • Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.