Information Technology Support Specialist

Role overview

Omnix International is hiring a Support Specialist for its outsourcing team in Abu Dhabi. The position supports a prominent government digital organisation and is centered on delivering responsive technical assistance for digital services. You will work alongside senior specialists and project managers to help ensure service delivery remains efficient, timely, and aligned with organisational standards.

The role involves handling support requests through ServiceNow or similar IT service management systems, maintaining clear records of fixes and processes, and operating within a well-defined governance and compliance structure.

Technical support

• Assist end users with technical issues related to digital services, including problems with hardware, software, and network or connectivity access.
• Work on incidents and service requests in ServiceNow or other ITSM tools, covering logging, classification, escalation, and resolution.
• Coordinate with colleagues and senior team members to solve more complex issues and support prompt service delivery.
• Contribute to system enhancements and technology rollouts that improve the user experience.

Documentation and knowledge management

• Record troubleshooting steps and final solutions so the team’s knowledge base stays useful and current.
• Help prepare training resources for end users on common issues and recommended practices.
• Maintain complete documentation of section activities, decisions, and operating records.
• Organize and archive files and supporting assets for future reference.

Governance, compliance, and reporting

• Support the execution of compliance policies, internal controls, and operational governance requirements.
• Help apply risk mitigation actions and escalate concerns or blockers to the section manager.
• Share clear and timely updates with the section manager and other relevant stakeholders.
• Assist in creating periodic reports according to quality expectations and reporting guidelines.
• Provide information or process support to the HC Business Partner as business needs require.

Stakeholder engagement and continuous improvement

• Keep up to date with current technologies and evolving practices in digital operations.
• Interact professionally with internal and external stakeholders.
• Support initiatives aimed at innovation and ongoing operational improvement.
• Carry out additional duties assigned by the line manager.

Qualification and experience

A bachelor’s degree in Information Technology, Computer Science, Digital Operations, or a related discipline is required. The ideal candidate will have at least 3 years of experience in IT support or a closely aligned support role.

Practical experience with ServiceNow or a comparable ITSM platform is important, particularly in incident handling, ticket management, and knowledge base maintenance. Candidates should also bring strong troubleshooting ability across hardware, software, and connectivity issues.

Experience in a government setting or within a large enterprise will be considered an advantage. Arabic fluency is preferred, although strong non-Arabic candidates with the right background may also be shortlisted.

The role calls for disciplined documentation habits and comfort working in a structured, compliance-led environment.

Additional information

This is a full-time onsite role based in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates.