Senior Officer – IT Support Specialist

About the role

We are looking for a Senior Officer – IT Support Specialist to join the Information Technology department of Jumeirah Zabeel Saray, a luxury resort on Palm Jumeirah, Dubai. The role provides technical support to back‑of‑house staff and hotel guests across all areas of the property.

Key responsibilities

• Manage incidents and service requests received via multiple channels, ensuring timely resolution for both staff and guests.
• Document case details accurately to facilitate knowledge sharing and reporting.
• Develop work‑arounds and solutions using problem‑solving techniques to restore services quickly.
• Allocate unresolved cases to appropriate teams and keep users informed of actions taken.
• Deploy PCs and laptops on the Jumeirah network, adhering to IT standards and proactively resolving faults.
• Perform user account management, including creation and password resets for all business applications.
• Handle software deployments and support applications on iPads, iPods, digital signage, Micros POS, Opera front‑office, and Wi‑Fi setups across the hotel, villas, beach and conference areas.

Required profile

• Proven experience in IT support within a hospitality environment.
• Strong problem‑solving abilities and capacity to work under pressure.
• Excellent communication skills to interact with staff and guests.

Required skills

• Incident management
• Service request handling
• PC and laptop deployment
• User account management
• Software deployment
• iPad and iPod support
• Digital signage applications
• Micros POS system
• Opera front‑office system
• Wi‑Fi configuration
• IT standards compliance
• Troubleshooting