Digital Support Specialist

MIRAL; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading entertainment attraction company in Abu Dhabi seeks a Digital Support Specialist to join their Technology Operations team. The role focuses on delivering exceptional IT support and ensuring seamless service delivery across various attractions. Candidates should have a Bachelor’s degree in IT, ITIL certification, and at least 2 years of relevant experience. The position offers the opportunity to work in a dynamic environment while helping to craft unforgettable experiences for visitors.

Qualifications

• Bachelor’s degree in a related field.
• ITIL certification is required.
• Minimum 2 years of experience in IT Service Delivery.

Responsibilities

• Coordinate with IT teams to ensure seamless service delivery.
• Handle all IT incidents and service requests.
• Provide feedback to IT management on issues faced by business users.

Skills

Strong understanding of ITIL and IT service management frameworks

Excellent communication and interpersonal skills

Ability to excel in a fast-paced environment

Solid knowledge of Microsoft Operating Systems

Familiarity with PCI, ISO, and UAE consumer/data security regulations

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

ITIL certification

CCNA certification

MCP certification

Project Management certifications (Agile/Waterfall)

ISO 27001 certification

Job description

Join us at Miral Experiences!

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

We are looking for a highly motivated Digital Support Specialist to join our Technology Operations team and play a critical role in delivering seamless IT services across the organization. This role ensures exceptional IT support, smooth coordination with cross-functional teams, and consistent alignment with service level agreements (SLAs) and operational best practices. If you're passionate about IT service excellence, problem-solving, and creating a smooth digital experience for users – this role is for you.

Key Responsibilities

• Coordinate with IT teams to ensure seamless service delivery.
• Handle all IT incidents and service requests according to procedures.
• Ensure proper documentation for all supported systems and components.
• Investigate, resolve, and document system and service issues.
• Provide feedback to IT management on issues faced by business users.
• Recommend continuous improvements based on assessments and data.
• Identify opportunities for service enhancement.
• Maintain accurate ticket logs and reports as per policy.
• Support employees in understanding IT and information security policies.
• Act as the primary point of contact for client inquiries and escalations.
• Understand client requirements to tailor service delivery.
• Conduct regular client meetings to review service performance and improvement areas.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL certification.
• CCNA and MCP certifications.
• MBA.
• Project Management certifications (Agile/Waterfall).
• ISO 27001 certification.

Experience

• Minimum 2 years of experience in an IT Service Delivery role.
• 2+ years of experience managing IT projects.

Skills & Knowledge

• Strong understanding of ITIL and IT service management frameworks.
• Solid knowledge of Microsoft Operating Systems, Microsoft software, and client-based applications.
• Ability to excel in a fast-paced environment and handle multiple priorities.
• Excellent communication and interpersonal skills.
• Knowledge of GDPR and global data privacy standards.
• Familiarity with PCI, ISO, and UAE consumer/data security regulations.
• Good understanding of information security operations and governance.

Shape the Future With Us

At Miral Experiences, we don’t just create world-class - 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.