At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation.
BID Operations is looking for an experienced and customer-focused IT Operations Technician to join our Dubai office.
The successful candidate will provide day-to-day technical support to employees, resolve hardware and software issues, manage service desk tickets, and assist with user onboarding, access management and device configuration.
This position would suit someone with 2–3 years of hands-on IT support experience who is organised, approachable and comfortable working independently in a fast-paced international environment.
Important Information
- Applicants must currently hold a valid UAE residence visa and have the necessary right to work in the UAE without company visa sponsorship.
- The successful candidate will initially be engaged under a Service Provider agreement.
*Please note to have the above before proceeding to apply.
Job Description
- Review, update, prioritize, and follow up on assigned tickets in a timely manner.
- Respond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access-related issues.
- Handle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changes.
- Ensure tickets are properly documented with troubleshooting steps, resolution notes, and closure details.
- Follow agreed SLA requirements and escalate tickets when issues cannot be resolved within the expected timeframe.
- Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.
- Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
- Assist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collection.
- Support basic MDM-related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issues.
- Perform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
- Maintain accurate records of IT assets, repairs, support activities, and ticket history.
- Prepare simple user guides, knowledge base articles, and support documentation when required.
- Follow company IT security, data privacy, and access control procedures.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.
- 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
- Hands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management.
- Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations.
- Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines.
- Experience troubleshooting Windows and/or macOS devices.
- Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
- Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantage.
- Good understanding of computer hardware, software, networking, and common office applications.
- Ability to document troubleshooting steps and ticket resolutions clearly.
- Strong communication skills with a customer-service mindset.
- Able to prioritize multiple support requests and follow up until resolution.
- Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage.
Benefits
- Join an industry leader with global brand partnerships and ambitious growth plans.
- Be part of a dynamic, collaborative, and results-driven team.
- Drive meaningful impact at the intersection of finance and sport.
- Competitive remuneration and professional development opportunities.
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