Technology Support Senior Analyst

About the role

As a Technology Support Senior Analyst you will deliver high‑quality end‑user support to Capital Group associates, both in the Abu Dhabi office and remotely. You will resolve hardware, software, mobile and connectivity issues while ensuring a smooth technology experience.

Key responsibilities

• Provide day‑to‑day technical support for hardware, software, mobile devices and network connectivity.
• Manage incidents and service requests using ServiceNow or a similar ITSM tool.
• Monitor support queues and adhere to service level expectations.
• Document resolutions, contribute to knowledge articles and update SOPs.
• Support standard meeting room and AV setups for internal events.
• Deliver remote and on‑site assistance to associates.
• Partner with teammates, engineers and vendors to improve support processes.
• Maintain asset management standards and ensure reliable service across the Abu Dhabi office.

Required profile

• 8+ years of experience supporting end users in an enterprise environment.
• Strong working knowledge of Windows, macOS, mobile devices and common productivity tools.
• Experience using ServiceNow or a comparable IT service management platform.
• Solid understanding of basic networking and connectivity concepts.

Required skills

• Windows operating system
• macOS operating system
• Mobile device management
• ServiceNow (or similar ITSM tool)
• Fundamental networking concepts
• AV and meeting room technology