16117 - Technician – IT Digital Support

ParamInfo; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

ParamInfo in Dubai seeks a Technician – IT Digital Support to deliver hands-on user support, manage device onboarding, and maintain image and security configurations. You will troubleshoot Microsoft 365, Edge, and endpoint security, supporting Intune, Defender for Endpoint, and DLP rollout.

The role requires ITIL 4 Foundation and MD-102 or equivalent, plus a Master’s in Computer Science. Expect 24×7 shift coverage and close collaboration with IT Service Desk and security teams.

Qualifications

• The proposed Technician – IT Digital Support shall hold valid ITIL 4 Foundation certification and Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), or a current equivalent Microsoft endpoint-support certification approved by client.
• Each proposed Technician – IT Digital Support shall hold a master's degree in Computer Science.

Responsibilities

• Provide hands-on support at users' desks and at designated IT support booths for incidents and requests assigned or routed by the IT Service Desk.
• Deploy, configure, maintain, replace and support desktops, laptops, peripherals and other approved end-user devices.
• Create, test, maintain and use approved computer images for desktops and laptops, including operating-system builds, drivers, standard applications, security controls and required updates.
• Troubleshoot and resolve issues affecting Microsoft 365 applications, Microsoft Edge and approved endpoint-security solutions, including SentinelOne where deployed.
• Perform approved device onboarding to Microsoft Intune and desk-side rollout activities for Microsoft Defender for Endpoint (MDE) and Endpoint Data Loss Prevention (DLP), including installation, deployment checks, basic troubleshooting and user coordination.
• Perform first-line diagnosis of LAN, WAN and end-user connectivity issues and escape network faults with complete diagnostic information.
• Install and upgrade approved enterprise applications; perform assigned routine health checks; and support user-access compliance activities.
• Document incidents, troubleshooting steps, solutions, known errors and operating procedures to support auditability and knowledge sharing.
• Support maintenance and operation of IT telephony services under engineer guidance, including first-line checks, incident logging and escalation.
• Identify operational or security risks and take or escalate appropriate action in accordance with IT-security standards, organizational policies and incident procedures.
• Work assigned 24×7 shifts, complete shift handovers and maintain continuity of open incidents, operational checks and user communications.

Skills

Microsoft 365 apps

Endpoint DLP

Troubleshooting

LAN

End-user connectivity

Deployment checks

Education

Master's in Computer Science

Job description

Job Location- Dubai

Job Description:

Key responsibility

• Provide hands-on support at users' desks and at designated IT support booths for incidents and requests assigned or routed by the IT Service Desk.
• Deploy, configure, maintain, replace and support desktops, laptops, peripherals and other approved end-user devices.
• Create, test, maintain and use approved computer images for desktops and laptops, including operating-system builds, drivers, standard applications, security controls and required updates.
• Troubleshoot and resolve issues affecting Microsoft 365 applications, Microsoft Edge and approved endpoint-security solutions, including SentinelOne where deployed.
• Perform approved device onboarding to Microsoft Intune and desk-side rollout activities for Microsoft Defender for Endpoint (MDE) and Endpoint Data Loss Prevention (DLP), including installation, deployment checks, basic troubleshooting and user coordination.
• Perform first-line diagnosis of LAN, WAN and end-user connectivity issues and escape network faults with complete diagnostic information.
• Install and upgrade approved enterprise applications; perform assigned routine health checks; and support user-access compliance activities.
• Document incidents, troubleshooting steps, solutions, known errors and operating procedures to support auditability and knowledge sharing.
• Support maintenance and operation of IT telephony services under engineer guidance, including first-line checks, incident logging and escalation.
• Identify operational or security risks and take or escalate appropriate action in accordance with IT-security standards, organizational policies and incident procedures.
• Work assigned 24×7 shifts, complete shift handovers and maintain continuity of open incidents, operational checks and user communications.

Scope notes

• The IT Service Desk remains the SPOC and owns initial contact, ticket logging and routing; technicians update assigned tickets and communicate resolution details.
• Follow client build, asset-management and security procedures.
• Follow client change, security, licensing and configuration-management procedures.
• Escalate product or security events outside authorized support procedures.
• Digital Workplace administers Intune policies and configurations; Digital Support executes approved onboarding and desk-side rollout tasks.
• Network engineering or configuration changes remain subject to authorization.
• All changes must follow approved procedures and access controls.
• Update the approved knowledge repository and ticketing tool.
• Work only within assigned access and documented procedures.
• Do not bypass controls to restore service.
• Includes weekends and public holidays according to the approved roster.

Required certifications

The proposed Technician – IT Digital Support shall hold valid ITIL 4 Foundation certification and Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), or a current equivalent Microsoft endpoint-support certification approved by client.

Each proposed Technician – IT Digital Support shall hold a master's degree in Computer Science. A generalized or unrelated university degree shall not satisfy this requirement.

Required Skills

Skill

Years

Months

Technician – IT Digital Support 5 0

Microsoft 365 applications 5 0

Endpoint Data Loss Prevention (DLP) 5 0

troubleshooting 5 0

LAN 5 0

end-user connectivity issues 5 0

deployment checks 5 0