Technology Support Analyst

Role: Technology Support Analyst

Location: Dubai

We are seeking a proactive and skilled IT Support Specialist to join our team. This role involves providing technical support for cloud servers, Virtual Desktop Infrastructure (VDI), Active Directory, Microsoft 365, VoIP systems, and CRM platforms. The ideal candidate will have a strong background in IT support, troubleshooting, and systems administration to maintain and optimize our IT infrastructure and support our staff's technology needs.

Technical Support: Provide Tier 1 and Tier 2 support for end-user hardware, software, and network issues. Resolve technical incidents and service requests via phone, email, or in person.

Cloud Servers: Administer and maintain cloud-based servers, monitor system health, ensure data integrity, and manage backup/recovery solutions.

Virtual Desktop Infrastructure (VDI): Support VDI environments, including setup, deployment, and troubleshooting for virtual desktops and applications.

Microsoft 365 Administration: Manage user accounts, permissions, and licenses within Microsoft 365; support Outlook, SharePoint, OneDrive, Teams, and related applications.

Active Directory: Handle user management, group policies, and directory structures; create and maintain user accounts, groups, and permissions.

VoIP Systems: Configure and troubleshoot VoIP phone systems, including setup, maintenance, and user support for phone and call routing issues.

CRM Support: Provide user support, configuration, and troubleshooting for the company CRM; assist with user training and documentation.

System Security: Ensure compliance with IT security policies, assist in implementing security protocols, and maintain system protection tools.

Documentation: Create and update documentation for technical processes, end-user guides, and troubleshooting procedures.

Continuous Improvement: Identify opportunities for IT process improvement and propose enhancements to IT systems and support workflows.