Digital Support Specialist (IT Service Delivery)

About the role

Miral Experiences manages and operates immersive attractions and experiences across Abu Dhabi, including Ferrari World, Yas Waterworld, Warner Bros. World, SeaWorld, CLYMB, TeamLab Phenomena and Qasr Al Watan. As an IT Digital Support Specialist, you will ensure effective delivery of IT services across the organization, working with internal teams and business stakeholders to maintain high service standards, manage incidents and requests, support IT operations and drive continuous service improvement.

Key responsibilities

• Coordinate with IT teams for seamless service delivery and timely resolution of technical issues.
• Manage and monitor IT incidents and service requests according to procedures and SLAs.
• Keep technical documentation for supported systems and services accurate and up to date, and investigate and resolve issues while documenting them.
• Give feedback to IT management on recurring issues and recommend process improvements and best practices.
• Lead Level 1 support tickets across departments and act as the main point of contact for user inquiries and escalations.
• Support employees in understanding IT and information security policies, and hold regular service review meetings.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field; ITIL, CCNA and Microsoft Certified Professional certifications required.
• Minimum 2 years of experience in an IT Service Delivery or IT Support role; 2+ years managing IT projects preferred.
• Preferred: MBA, Agile/Waterfall project management certification, ISO 27001 certification.

Required skills

• ITIL and ITSM frameworks.
• Microsoft operating systems, Microsoft applications and client-based technologies.
• ServiceNow (experience or knowledge).
• Preferred: GDPR, PCI, ISO and UAE data protection regulations, and information security governance.