Information Technology Specialist

About the role

We are looking for an Information Technology Specialist to provide Level 2 technical support across Kitopi’s cloud‑kitchen network. The role ensures smooth operation of IT infrastructure, end‑user devices and Microsoft 365 services for our locations in the UAE and the wider MENA region.

Key responsibilities

• Deliver Level 2 support for IT infrastructure, end‑user hardware, software, network, Wi‑Fi, VPN, CCTV and internet connectivity.
• Monitor systems and networks proactively, identify and resolve potential issues before they impact operations.
• Manage incidents and service requests in accordance with SLA targets.
• Administer Microsoft 365 suite, including Entra ID, Intune, Teams and SharePoint.
• Coordinate with ISPs, technology vendors and external service providers.
• Gather technical requirements from business stakeholders and provide guidance.
• Evaluate new technology requests and deliver recommendations.
• Support IT projects through implementation, testing and operational hand‑over.
• Create and maintain SOPs, technical documentation and knowledge‑base articles.
• Ensure compliance with IT policies, standards and service‑management processes.

Required profile

• Proactive, service‑oriented attitude with strong communication skills.
• Ability to explain technical solutions clearly to non‑technical stakeholders.
• Experience in a fast‑paced, multi‑site environment.

Required skills

• Microsoft 365 administration (Entra ID, Intune, Teams, SharePoint).
• Hardware and software troubleshooting.
• Network services, Wi‑Fi and VPN configuration.
• CCTV and internet connectivity management.
• Incident and request management within SLA frameworks.