IT Operations Technician

BID Operations

. Review, update, prioritize, and follow up on assigned tickets in a timely manner.

Posted 9/15/2026contractDubai • United Arab EmiratesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support, including troubleshooting Windows and macOS devices, managing ITSM ticketing systems, and adhering to SLA requirements. Proficient in documenting resolutions and providing excellent customer service in a fast-paced environment.

Highest-signal resume keywords

IT Support ExperienceWindows And macOS TroubleshootingITSM Ticketing System ManagementMicrosoft 365 ProficiencyCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket ManagementDevice ConfigurationNetwork SupportMDM TasksActive DirectoryEmail SupportVPN ConfigurationPrinter SupportOffice Applications

Soft Skills

Strong Communication SkillsCustomer-Service MindsetPrioritizationFollow-Up

Tools & Technologies

Jira Service ManagementMicrosoft IntuneJamfWindowsMacOSMicrosoft 365VPNWi-FiEmail

Certifications & Qualifications

CompTIA A+ITIL FoundationMicrosoft Certified

Industry Keywords

IT SupportService DeskHelpdeskDesktop SupportIT OperationsSLAIncident ManagementService RequestsAccess ControlData Privacy

Tech Stack

Tools & technologies

ITSMJamfMacOS

About the role

Key responsibilities & impact

Review, update, prioritize, and follow up on assigned tickets in a timely manner.
Respond to and resolve incident tickets involving hardware, software, network, printer, email, login, and access-related issues.
Handle service request tickets, including user account setup, password resets, software installation, device preparation, access requests, and basic configuration changes.
Document troubleshooting steps, resolution notes, and closure details.
Follow SLA requirements and escalate tickets that cannot be resolved within the expected timeframe.
Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.
Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
Assist with onboarding and offboarding, including device setup, account creation, access removal, and equipment collection.
Perform basic MDM tasks, including device enrollment, compliance checks, standard policy application, and mobile-device support.
Troubleshoot basic LAN, Wi-Fi, VPN, and internet connectivity issues.
Maintain records of IT assets, repairs, support activities, and ticket history.
Prepare user guides, knowledge base articles, and support documentation.
Follow IT security, data privacy, and access control procedures.

Requirements

What you’ll need

Associate’s or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.
2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
Hands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management.
Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations.
Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines.
Experience troubleshooting Windows and/or macOS devices.
Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantage.
Good understanding of computer hardware, software, networking, and common office applications.
Ability to document troubleshooting steps and ticket resolutions clearly.
Strong communication skills with a customer-service mindset.
Able to prioritize multiple support requests and follow up until resolution.
Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage.
Applicants must currently hold a valid UAE residence visa and have the necessary right to work in the UAE without company visa sponsorship.

Benefits

Comp & perks

Join an industry leader with global brand partnerships and ambitious growth plans.
Be part of a dynamic, collaborative, and results-driven team.
Drive meaningful impact at the intersection of finance and sport.
Competitive remuneration and professional development opportunities.