End User Support Specialist

About the role

The Landmark Group is seeking an End User Support Specialist to provide comprehensive desktop and application support across its retail operations in Dubai. The role focuses on delivering fast, reliable service to all employees, with a special emphasis on VIP stakeholders.

Key responsibilities

• Provide end‑user support for desktops, laptops, Microsoft 365 apps, printers, peripherals and network connectivity.
• Deliver priority support to VIP users, handling critical incidents, service requests and onboarding activities.
• Maintain meeting‑room and AV infrastructure, manage IT tickets within SLA and coordinate with the ISG team for security and compliance.
• Assist with device readiness, standard application setup, Microsoft 365 access, collaboration tools and printer mapping for new and existing users.
• Perform hands‑on checks, device replacement coordination and escalation of unresolved technical issues.
• Communicate professionally with business users, VIP stakeholders and IT teams, providing timely updates and a customer‑focused experience.

Required profile

• Minimum 4 + years of experience in an IT support environment, preferably within retail.
• Strong knowledge of Windows 10/11, basic macOS, iOS and Android operating systems.
• Hands‑on experience with Active Directory, Group Policy, Microsoft Intune and SCCM.
• Understanding of networking fundamentals (LAN/WAN, Wi‑Fi, VPN).
• Familiarity with ITIL processes – Incident, Problem and Change Management.
• Excellent troubleshooting, communication and customer‑service skills.
• Ability to work flexible shifts in a 24/7 retail operation.

Required skills

• Windows 10/11
• macOS
• iOS / Android
• Active Directory
• Group Policy
• Microsoft Intune
• SCCM
• Microsoft 365 applications
• LAN/WAN, Wi‑Fi, VPN
• ITIL (Incident, Problem, Change Management)