End User Support Senior Specialist

End User Support Senior Specialist | MAF Global Solutions | Global Solutions UAE ROLE SUMMARY

The Senior End User Support Specialist provides high-quality, customer-focused IT support for employees across the organization. This role is responsible for resolving technical issues, supporting endpoint devices, and ensuring a seamless user experience for desktop, laptop, mobile, and collaboration tools. Acting as a key touchpoint for users, the specialist ensures incidents and service requests are resolved efficiently and in alignment with IT service standards.

• Lead and Manage the VIP incident and requests.
• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
• Provide 1st and 2nd line support for hardware, software, operating systems, printers, mobile devices, and collaboration platforms (e.g., Microsoft Teams, Zoom).
• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.
• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability.
• Strong understanding of computer systems, network protocols, infrastructure hardware, and software technologies.
• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.
• Lead and mentor other support engineers, providing guidance on complex technical issues, best practices.

• Bachelor’s degree in computer science / computer information system
• Handling of VIP employees
• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified:
  Azure Fundamentals.
• Apple Certified Support Professional (ACSP) for supporting macOS and Apple devices.
• Proficiency in supporting enterprise-level applications, including Microsoft 365 and other business-critical

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.