End User Support Senior Specialist

About the role

The End User Support Senior Specialist delivers high‑quality IT assistance to senior and executive users across the Majid Al Futtaim group. The role ensures a seamless experience for desktops, laptops, mobile devices and collaboration tools while adhering to IT service standards.

Key responsibilities

• Act as the primary IT contact for VIP and senior management, providing responsive 1st and 2nd line support.
• Troubleshoot hardware, software, operating systems, printers, mobile devices and collaboration platforms such as Teams and Zoom.
• Resolve network issues including LAN, WAN, VPN, routing, switching and internet connectivity.
• Install, configure, maintain and replace IT hardware and peripherals in Windows and macOS environments.
• Manage Active Directory access, corporate applications and proactive system health monitoring.
• Prioritise and own support tickets, escalating to infrastructure, security, application and vendor teams as needed.
• Develop technical documentation, knowledge‑base articles and guide junior engineers.
• Serve as escalation point for complex incidents, ensuring timely resolution and user satisfaction.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or related field.
• Minimum 5 years experience providing VIP IT support.
• CompTIA A+, Network+ or equivalent certifications.
• Strong professional communication skills.

Required skills

• Windows and macOS desktop support.
• Active Directory management.
• Teams, Zoom and other collaboration tools.
• LAN/WAN/VPN, routing and switching.
• Hardware troubleshooting and peripheral configuration.
• CompTIA A+ and Network+ knowledge.

What we offer

• Friendly, positive work environment.
• Opportunity to work with over 45,000 diverse colleagues.
• Alignment with the company’s Leadership Model and mission to create great moments.