Information Technology Support Engineer

Freedom Finance MENAT; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Freedom Broker Global Markets in Abu Dhabi seeks a skilled System-Technical Support Engineer / IT Officer to provide L2/L3 support and maintain a reliable end-user IT environment. You will handle hardware, software, OS, connectivity issues and guide users from first contact to resolution, with emphasis on VIP staff and executive support.

The role requires strong hands-on technical ability, excellent communication, and a proactive, customer-focused approach in a dynamic financial services

Qualifications

• Strong hands-on experience with Windows 10/11 and macOS at support engineer level.
• Knowledge of user account management, permissions and security policies.
• Networking basics (LAN/Wi-Fi, TCP/IP, DNS, DHCP) and diagnostic tools.
• Experience installing and supporting Microsoft Office/Microsoft 365 and other apps.
• Hardware diagnostics, components replacement and workstation setup.
• Experience supporting office and meeting-room tech including printers and video conferencing.
• Experience configuring remote-access VPNs (FortiClient, AnyConnect, OpenVPN) and Horizon.
• Ability to read logs and escalate to specialists when needed.
• Excellent communication and customer-service skills, including VIP support.
• Fluency in Russian and English.

Responsibilities

• Receive and manage incidents and requests via ServiceDesk, email, phone or in person.
• Diagnose and troubleshoot hardware, software, OS, connectivity and access issues.
• Provide end-user support for Windows, macOS and mobile devices (iOS/Android).
• Install, configure and support Microsoft 365 and other approved apps.
• Diagnose workstation hardware, replace components and coordinate repairs.
• Support office peripherals, printers and meeting-room tech.
• Troubleshoot LAN/Wi-Fi, VPN clients and Horizon access.
• Use logs to identify root causes and escalate as needed while owning the ticket.
• Provide discreet, professional support to VIP/senior employees.
• Maintain user guides and follow IT/security procedures.

Skills

Windows admin

macOS admin

Networking

VPN support

Office 365

VIP support

English & Russian

IT ticketing

Tools

FortiClient

Cisco AnyConnect

OpenVPN

VMware Horizon

ManageEngine ServiceDesk Plus

ServiceNow

Jira Service Management

Job description

Freedom Broker Global Markets is a subsidiary of Freedom Holding Corp. (FRHC), a NASDAQ-

listed diversified financial services group.

The company operates under a financial services permission granted by the Financial Services

Regulatory Authority (FSRA) of Abu Dhabi Global Market (ADGM), specialising in brokerage

and investment services.

About the Role

We are seeking a skilled, service-oriented and proactive System-Technical Support Engineer / I.T. Officer to provide L2/L3 and system-technical support to employees in our Abu Dhabi office. The role is responsible for maintaining a reliable end-user IT environment, resolving day-to-day hardware, software, operating system, connectivity and peripheral issues, and ensuring user requests are managed professionally from initial contact through to resolution or escalation. The successful candidate will combine strong hands‑on technical capability with excellent communication skills and a customer-focused approach, including responsive support to senior and VIP employee.

Key Responsibilities

• Receive, prioritise and manage user incidents and service requests via ServiceDesk, email, phone or in person, keeping accurate records in line with internal procedures.
• Perform diagnostics and troubleshooting to resolve hardware, software, operating system, connectivity and access issues.
• Provide end-user support for Windows 10/11, macOS and corporate mobile devices (iOS/Android), including configuration, software installation, updates and user profiles.
• Install, configure and support Microsoft Office/Microsoft 365 and other approved business applications.
• Diagnose and resolve workstation and hardware issues, replace standard components, set up or relocate workstations, and coordinate repairs with authorised service centres.
• Configure and support office peripherals and meeting-room technology, including printers, video conferencing equipment and IP phones.
• Troubleshoot LAN/Wi-Fi connectivity, VPN clients (FortiClient, Cisco AnyConnect, OpenVPN) and VMware Horizon virtual desktop access.
• Use system and application logs to investigate incidents and identify root causes. When specialist help is needed, **escalate** to the appropriate IT teams and keep ownership of the request through to resolution.
• Provide professional, discreet and responsive support to VIP and senior employees, prioritising business-critical issues.
• Maintain user guides and knowledge-base articles, follow internal IT and information security procedures, and propose improvements to support processes.

Professional Competence Requirements

• Strong hands‑on experience administering and troubleshooting Windows 10/11 and macOS at support engineer level.
• Understanding of user account management, access rights, permissions and security policies.
• Working knowledge of networking (LAN/Wi-Fi, TCP/IP, DNS, DHCP) and the ability to diagnose connectivity issues using standard tools (ping, tracert, ipconfig, nslookup, etc.).
• Experience installing, configuring and troubleshooting Microsoft Office/Microsoft 365 and other corporate applications.
• Practical experience with basic hardware diagnostics, component replacement and workstation setup.
• Experience supporting office and meeting-room technology, including multifunction printers, video conferencing systems and IP phones.
• Experience configuring remote-access VPN clients (FortiClient, Cisco AnyConnect, OpenVPN) and supporting VMware Horizon or similar virtual desktop technologies.
• Ability to use system logs and error codes (Windows Event Viewer, macOS Console) to diagnose issues and to judge when to elevate to specialist IT teams.
• Experience with an IT ticketing platform (ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management or similar) and with creating clear technical documentation.
• Excellent communication and customer-service skills, with the ability to support senior and VIP users professionally and discreetly.
• Russian and English languages are required.

Why Join Freedom?

• Be part of a growing, international financial services group.
• Work in a dynamic environment with exposure to senior stakeholders and business-critical technology.
• Join an expanding international company with opportunities to broaden technical experience and contribute to developing IT support processes.