IT Support

Role overview

An established legal firm in Dubai is looking for an IT Support professional to provide hands-on technical assistance to end users and help maintain the smooth running of day-to-day technology operations. The position offers a salary of AED 14,000.

What you will do

• Act as the first and second point of contact for user issues, supporting hardware, software, mobile devices, and business applications through desk-side visits, calls, email, and remote tools.
• Record, monitor, and progress incidents and service requests in the IT service management system, escalating cases when needed and working within agreed service targets.
• Keep Service Desk queues and shared inboxes under control, prioritising tickets so they are handled within SLA commitments.
• Deliver a high standard of user support by communicating clearly, setting expectations, and updating users throughout the resolution process.
• Resolve common issues at first contact wherever possible to improve first-time fix performance and customer satisfaction.
• Manage user accounts and access rights in Active Directory, Microsoft Exchange, Microsoft 365, and connected platforms.
• Support, maintain, and distribute end-user equipment such as desktops, laptops, screens, printers, mobile devices, and other peripherals.
• Handle onboarding and offboarding processes, including account setup, equipment issuance, asset recovery, and access changes.
• Support meeting rooms and conference-room technology, making sure collaboration and audio-visual tools work reliably.
• Prepare, image, configure, rebuild, and deploy laptops, desktops, and mobile devices according to company standards.
• Assist with Citrix platforms, remote connectivity tools, and home-working technology.
• Support mobile device rollouts and related applications, including device management tools.
• Help with software installation, upgrades, testing, rollouts, and change-related activities.
• Work with senior and third-line teams to solve more complex issues and improve service outcomes.
• Review repeated incidents, spot patterns, and suggest preventive fixes and service improvements.
• Create and update technical documentation, knowledge base content, user instructions, and FAQs.
• Follow up after fixes to confirm the issue is fully resolved and the user is satisfied.
• Track hardware stock levels and assist with purchasing or procurement needs when required.
• Take part in IT projects, office relocations, system upgrades, and infrastructure improvement work.
• Follow operational standards, security policies, ITIL practices, and ISO procedures.
• Work collaboratively with the wider team, share knowledge, and contribute to best practices.
• Carry out other reasonable duties that support team and business goals.

Technical requirements

• Prior experience in a user-facing IT support, service desk, or end-user computing role, preferably in a professional services setting.
• Experience working with ITSM or call-logging tools for incident and request handling.
• Solid knowledge of Microsoft Windows, especially Windows 10 and Windows 11.
• Practical experience supporting Microsoft 365 tools such as Outlook, Word, Excel, PowerPoint, Teams, and Exchange Online.
• Good understanding of Active Directory, account creation, permission handling, and user administration.
• Experience supporting desktops, laptops, printers, wireless connectivity, and mobile devices.
• Familiarity with web browsers such as Microsoft Edge and Google Chrome.
• Experience with mobile devices and mobile device management platforms.
• Exposure to Citrix, remote access solutions, and hybrid-working setups.
• Understanding of desktop imaging, device deployment, and hardware lifecycle support.
• Experience with document management systems and legal-sector applications is an advantage.
• Ability to document processes, procedures, and knowledge articles clearly.
• Working knowledge of ITIL concepts, including incident, request, problem, and change management.

Other information

Industry: Legal firm

Location: Dubai, United Arab Emirates

Salary: AED 14,000

Employment type: Full-time

Work arrangement: Remote-friendly / hybrid