IT Support Specialist

Role overview

Al Safi Danone is looking for an IT Support Specialist to provide dependable first- and second-line technical assistance to users across all sites in Dubai, helping keep business operations running smoothly by resolving hardware, software, network, and application issues quickly. This position also owns the service desk function, supports end-user computing and Microsoft 365 administration, and assists with the SAP S/4HANA program during go-live and Hypercare. The role follows the B-ITSC ITSM framework, service-level commitments, and company IT governance standards.

What you will do

• Act as the main contact for end-user IT incidents and service requests received by phone, email, Teams, and walk-ins.
• Record, classify, prioritise, and resolve incidents and requests within the agreed SLA windows: P1 under 4 hours, P2 under 8 hours, and P3 within 24 hours.
• Run the ticketing workflow, keeping cases updated, escalating where needed, and closing them only after user confirmation.
• Send complex or unresolved issues to Level 3 support, including Microsoft Technology Lead, SAP support, or specialist vendors, with complete case details.
• Prepare weekly support reports for the IT Operation Lead, covering ticket volume, fix rates, SLA performance, and repeated issues.
• Support Sales Buzz, SalesCode, Image Recognition, and SO99.
• Set up, maintain, and troubleshoot desktops, laptops, tablets, mobile devices, printers, and other peripherals across ASD locations.
• Carry out operating system patching, application updates, and antivirus upkeep while keeping devices aligned with security standards.
• Track IT assets and device lifecycle records, and help coordinate the hardware refresh plan with the IT Operations Lead.
• Support audiovisual and conferencing systems in meeting rooms and boardrooms, including Microsoft Teams Rooms troubleshooting.
• Administer Microsoft 365 services such as Exchange Online, Teams, SharePoint, and OneDrive, including user accounts, mailboxes, distribution lists, and shared resources.
• Manage Azure Active Directory / Entra ID tasks such as account provisioning, group membership, MFA setup, and Conditional Access compliance.
• Handle onboarding and offboarding activities by creating accounts, assigning licenses, configuring devices, and ensuring access removal is completed on time.
• Help users with Microsoft 365 tools including Outlook, Teams, SharePoint, and OneDrive, and provide guidance or basic training where needed.
• Work with the Microsoft Technology Lead on tenant changes, policy updates, and feature rollouts.
• Provide Level 1 SAP support during Hypercare for the first two weeks after go-live, and log or escalate SAP issues according to the Hypercare Command Centre process.
• Maintain SAP L1 runbooks and troubleshooting guides for common issues in FI/CO, MM, SD, PP, and HR.
• Support SAP access requests by coordinating role assignments with SAP Security and Business Process Owners.
• Help organise SAP end-user training sessions, including room setup, access arrangements, and training materials.
• Record and escalate recurring SAP user issues to the SAP Program Manager and contribute to the BAU SAP knowledge base.
• Create and maintain knowledge articles, FAQs, and self-service guides to reduce repeat problems and improve user self-service.
• Spot recurring incident trends and suggest permanent fixes or process improvements to the Microsoft Technology Lead.
• Take part in change management reviews, assess the effect of planned changes on users, and communicate proactively to impacted teams.
• Support IT audit requests by providing ticket evidence, access logs, and compliance documents.
• Contribute to IT projects as needed, including end-user testing, rollouts, and site visits.

Qualifications and experience

• A bachelor’s degree or diploma in IT, or a related discipline, is required.
• Professional certifications such as CompTIA A+, Microsoft Certified MD-102, Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, and CompTIA Network+ are listed as desirable/required qualifications.
• At least 3 to 5 years of experience in IT support or helpdesk work, preferably in a corporate or enterprise setting.
• Practical knowledge of Windows 10/11, macOS, and Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Hands-on experience administering Azure Active Directory / Entra ID users and groups.
• Working knowledge of Microsoft Intune for device management and compliance control.
• Familiarity with ticketing systems.
• Understanding of core networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi‑Fi troubleshooting.
• Strong customer service mindset, clear professional communication, and patience when working under pressure.
• Ability to juggle multiple priorities and work independently with limited supervision.
• Experience in FMCG or manufacturing is an advantage, and GCC work experience is preferred.

Additional information

This role is aligned to service desk operations, end-user computing support, Microsoft 365 administration, and SAP Hypercare support. The position includes compliance with SLA targets, IT governance, incident reporting, change management participation, audit support, and knowledge base maintenance.