IT Support Specialist

Role overview

We are looking for an IT Support Specialist to provide day-to-day technical assistance to users, handle incidents efficiently, and keep systems and devices running smoothly in a remote full-time setup based in Dubai, United Arab Emirates.

Key responsibilities

• Serve as the first point of contact for IT-related questions and issues received by phone, email, or in person, resolving matters at the earliest stage whenever possible.
• Maintain accurate records in the ticketing platform by opening, updating, monitoring, and closing incident tickets from initial report through final resolution.
• Route complex technical problems to senior engineers with complete and precise handover notes to support faster diagnosis and repair.
• Administer user accounts and permissions across Active Directory, Exchange, and connected systems.
• Prepare, image, configure, and support laptops, desktops, mobile devices such as Surface and similar hardware, as well as monitors and other peripherals.
• Assist with employee onboarding and offboarding, device lending, and distribution of mobile devices.
• Resolve issues across Microsoft 365 applications, including Word, Excel, PowerPoint, and Outlook, with attention to permissions, shared calendars, and delegation settings.
• Support mobile device management platforms and remote or Citrix-based working environments.
• Provide assistance with meeting room technology and audio-visual equipment when required.
• Identify repeated incidents and share observations with the wider team to help reduce future support requests.
• Contribute to internal knowledge articles, frequently asked questions, and user guides.
• Assist with software deployments, patching, and upgrades in line with change control procedures.
• Monitor hardware inventory levels and coordinate replenishment with procurement.
• Help maintain service levels and keep users updated and reassured throughout the support process.
• Take part in IT initiatives and implementation projects as needed.

Candidate profile

• Previous hands-on experience in a customer-facing IT support position, preferably in a professional or corporate services setting.
• Working knowledge of Windows 10 and Windows 11, along with basic PC hardware setup for printers, peripherals, and wireless devices.
• Strong troubleshooting ability for Microsoft Office and Outlook/Microsoft 365 in a networked environment.
• Comfort using ticketing or call logging systems; familiarity with ITIL is beneficial.
• Experience supporting mobile devices; exposure to telephony systems would be an advantage.
• Knowledge of document management platforms is desirable.
• Strong communication skills with the ability to explain technical issues in simple, non-technical language.
• Ability to stay composed under pressure, stay organised, and manage multiple priorities at once.
• Collaborative, proactive, and willing to take initiative.
• Prior experience in a law firm or legal services environment is helpful but not mandatory.

Additional information

This is a full-time remote role. The position is based in Dubai, United Arab Emirates. No salary, stipend, or vacancy count was specified in the source information.