End User Specialist – Family Support

About the role

The End User Specialist – Family Support will provide frontline IT assistance to Landmark Group’s retail staff and VIP users across Dubai. You will ensure desktops, laptops, Microsoft 365 services and meeting‑room technology operate smoothly, supporting both everyday tasks and critical incidents.

Key responsibilities

• Deliver first‑line support for Windows, macOS and mobile devices, handling hardware, software and connectivity issues.
• Manage user onboarding, device preparation, application installation and printer configuration.
• Provide priority assistance to VIP users, resolving critical incidents and service requests within agreed SLAs.
• Maintain meeting‑room AV equipment, coordinate device replacements and ensure readiness for business meetings.
• Log and track tickets, collaborate with the ISG team on endpoint security, access management and compliance.
• Communicate status updates professionally to business users and IT stakeholders.

Required profile

• Minimum 5 years of experience in an IT support role, preferably within a retail environment.
• Strong knowledge of Windows 10/11, basic macOS, iOS and Android operating systems.
• Hands‑on experience with Active Directory, Group Policy, Microsoft Intune or SCCM.
• Understanding of LAN, WAN, Wi‑Fi and VPN networking fundamentals.
• Familiarity with ITIL incident, problem and change management processes.
• Excellent troubleshooting, communication and customer‑service skills.

Required skills

• Windows 10
• Windows 11
• macOS
• iOS
• Android
• Active Directory
• Group Policy
• Microsoft Intune
• SCCM
• LAN
• WAN
• Wi‑Fi
• VPN
• ITIL
• Microsoft 365
• Collaboration tools (e.g., Teams, Zoom)