IT Support L1

Who We Are

Metropolitan Group has been delivering outstanding real estate services across the UAE since 2008. Our flagship agency, Metropolitan Premium Properties, is one of the most awarded in Dubai and is consistently recognised by top developers like Emaar, DAMAC, Meraas, and more.

We’ve built a people-first culture- one that focuses on nurturing talent, supporting growth, and creating an environment where people thrive. That’s why we’ve been recognised as a Great Place to Work and ranked among the UAE’s Top 10 Best Workplaces.

What You Will Do

• Provide technical support: Deliver first-level assistance to end-users via phone, chat, email, or in person.
• Troubleshoot issues: Diagnose and resolve hardware, software, and network problems efficiently.
• Manage incidents: Log, prioritise, and document support requests in the ticketing system.
• Escalate when needed: Coordinate with L2 IT Support or system owners for unresolved issues.
• Maintain assets: Track and update IT inventory, including hardware and software licences.
• Support installations: Assist with setting up and configuring devices, software, and applications.
• Ensure connectivity: Troubleshoot and support wired and wireless network connections and shared devices.
• Promote IT awareness: Educate users on IT policies, data security, and safe digital practices.
• Document processes: Maintain a clear knowledge base of issues, fixes, and procedures.
• Assist onboarding/offboarding: Set up new joiners’ equipment and handle leavers’ access removal.
• Support presentations: Help users connect to projectors, TVs, and sound systems during meetings.
• Perform daily checks: Ensure functionality of all shared equipment (printers, TVs, projectors, etc.).
• Enforce security: Follow and support implementation of cybersecurity policies and procedures.
• Train users: Conduct basic user training sessions and create easy-to-follow IT guides.
• Support device ecosystem: Provide support across Windows, Mac, Android, and iOS devices.
• Support core business systems: Assist users with Google Workspace, Knox MDM, and Bitrix where required.

Who We Are Looking For

As our L1 IT Support, you’ll be the first point of contact for all technical matters - a calm, proactive problem-solver who enjoys helping others and ensuring systems run smoothly.

• Experience: 1–2 years in IT support, helpdesk, or similar technical assistance role.
• Technical Skills: Proficiency with Windows, Microsoft 365, Google Workspace, basic networking, and hardware troubleshooting.
• Hands-on experience supporting MacOS, Android, and iOS environments is a strong advantage.
• Tools: Familiarity with ticketing systems, remote desktop tools, Knox MDM, and Bitrix is preferred.
• Knowledge: Understanding of ITIL or general incident management practices.
• Communication: Excellent English (verbal and written); clear and supportive with non-technical users.
• Mindset: Proactive, patient, and detail-oriented, with a genuine passion for technology.
• Attitude: Team player with a helpful, service-driven approach and a focus on continuous learning.
• Working Hours: Includes Saturday shift coverage (10:00 AM – 3:00 PM) as part of the rotation.

hy Metropolitan?

• A leading real estate company in the UAE, with 15+ years of experience and 8 offices across 4 cities
• Certified Great Place to Work, ranked in the UAE’s Top 10 Workplaces for 4 consecutive years
• Diverse and inclusive environment with 1000+ employees, 65+ nationalities and 40+ languages
• Career growth and internal mobility are actively supported, proven by countless success stories
• Everything is provided to help you work efficiently and comfortably, from specialist equipment and training to break areas and Friday treats
• A people-first culture that recognises success, acts on feedback, rewards loyalty, and actively drives positive change
• Company-wide referral programmes across 10+ services, with generous rewards for successful referrals

Ready to Apply?

If this role feels like the right fit for your next career move, please submit your CV in English. Here’s what to expect from the hiring process:

• Recruiter Interview: A casual conversation to get to know you better.
• Hiring Manager Interview: A focused discussion with your potential line manager about the role and expectations.

We look forward to meeting driven, talented people ready to be part of Metropolitan’s next chapter.