Digital Support Specialist

Miral Experiences; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Miral Experiences invites applications for an IT Digital Support Specialist to safeguard effective IT service delivery across our attractions in Abu Dhabi. You will work with internal teams to manage incidents, support IT operations, and drive service improvements while maintaining high customer service standards.

The role requires a proactive IT professional with at least 2 years in IT service delivery, strong ITIL understanding, and hands-on experience with ServiceNow and Microsoft

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Certification.
• CCNA Certification.
• Microsoft Certified Professional (MCP).
• Minimum 2 years of experience in IT Service Delivery or IT Support.
• Strong understanding of ITSM frameworks, particularly ITIL.

Responsibilities

• Coordinate with IT teams to ensure seamless service delivery and timely resolution of technical issues.
• Manage and monitor IT incidents and service requests in line with SLAs.
• Ensure technical documentation for supported systems and services is accurate and up to date.
• Troubleshoot, investigate, and resolve system and service-related issues with proper documentation.
• Provide feedback to IT management on recurring issues to support service improvement.
• Identify opportunities for process optimization and continuous service improvement.
• Lead communication and coordination for Level 1 support tickets across departments.
• Ensure logs and reports are maintained per company policies.
• Support employees in understanding IT and information security policies and procedures.
• Act as primary point of contact for user inquiries, escalations, and feedback.
• Build relationships with stakeholders to align service delivery with business needs.
• Conduct regular service review meetings to enhance user experience.

Skills

IT Service Delivery

ITSM

ITIL

Customer Service

Incident Management

Problem Solving

Communication

Education

Bachelor's Degree in IT/CS

ITIL Certification

CCNA Certification

Microsoft Certified Professional (MCP)

Tools

ServiceNow

MS Windows

Microsoft 365

Job description

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan.

We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

About the Role

As an IT Digital Support Specialist, you will be responsible for ensuring the effective delivery of IT services across the organization. You will work closely with internal teams and business stakeholders to maintain high service standards, manage incidents and requests, support IT operations, and drive continuous service improvement initiatives.

This role is ideal for a proactive IT professional who thrives in a fast-paced environment and enjoys solving technical challenges while providing excellent customer service.

Key Responsibilities

IT Operations & Service Delivery

• Coordinate with IT teams to ensure seamless service delivery and timely resolution of technical issues.
• Manage and monitor IT incidents and service requests in line with established procedures and SLAs.
• Ensure technical documentation for supported systems and services is accurate and up to date.
• Investigate, troubleshoot, and resolve system and service-related issues while maintaining proper documentation.
• Provide feedback to IT management on recurring system issues and user challenges to support service enhancement.
• Identify opportunities for process optimization and continuous service improvement.
• Recommend best practices and enhancements based on performance analysis and business needs.
• Lead communication and coordination for Level 1 support tickets across departments.
• Ensure logs, reports, and support documentation are maintained in accordance with company policies.
• Support employees in understanding IT and information security policies and procedures.
• Serve as the primary point of contact for user inquiries, escalations, and feedback.
• Build strong relationships with stakeholders and ensure service delivery aligns with business requirements.
• Conduct regular service review meetings and identify opportunities to enhance the user experience.

Qualifications & Requirements

Education & Certifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• ITIL Certification.
• CCNA Certification.
• Microsoft Certified Professional (MCP).

Preferred

• MBA.
• Project Management Certification (Agile and/or Waterfall methodologies).
• ISO 27001 Certification.

Experience

• Minimum 2 years of experience in an IT Service Delivery or IT Support role.

Preferred

• 2+ years of experience managing IT projects.
• Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.
• Strong knowledge of Microsoft Operating Systems, Microsoft applications, and client-based technologies.
• Experience with or knowledge of ServiceNow.
• Excellent troubleshooting and problem-solving skills.
• Strong communication, customer service, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and documentation skills.

Preferred

• Knowledge of GDPR and international information security regulations.
• Understanding of PCI, ISO standards, and UAE data protection/security regulations.
• Solid understanding of Information Security Operations and Security Governance.
• Awareness of cybersecurity best practices and compliance requirements.

Shape the Future With Us

At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.

From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.

We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at Miral Experiences.