Infrastructure Support Specialist (UAE National) | Dubai, UAE

HSBC; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Infrastructure Support Specialist to enhance service delivery and user experience. This role involves managing incidents, providing technical support for AV systems, and ensuring compliance with regulations. You will collaborate with various stakeholders and contribute to service improvements while maintaining high standards of operational efficiency. If you are passionate about technology and customer support, this opportunity offers a chance to grow your career in a dynamic environment that values diversity and professional development.

Qualifications

• Graduation degree is required for UAE Visa and Work Permit.
• Experience in technology/infrastructure roles with End User Services preferred.

Responsibilities

• Manage problem and incident resolution while providing excellent customer support.
• Monitor support queues and manage incidents within the Service Agreement.

Skills

Relationship Management

Analytical Skills

Communication Skills

Problem Resolution

Stakeholder Engagement

Education

Graduation Degree

Tools

AV Systems

Unified Communication Infrastructure

ITIL Framework

Job description

Infrastructure Support Specialist (UAE National)

Infrastructure Support Specialist (UAE National) (ID: 0000L844)

Some careers grow faster than others. If you're looking for opportunities to develop your career, take the next step with HSBC.

The role involves managing problem and incident resolution, liaising with third parties and support service lines to resolve or escalate incidents and service requests. The candidate will provide excellent customer support, maintain technical documentation, and liaise with other technology departments and third-party suppliers to ensure contractual service delivery.

Duties & Responsibilities:

1. Perform trend analysis on IT service delivery and support Service Improvement Programs to enhance efficiency and user experience.
2. Provide timely responses to end-user inquiries using your specialist expertise.
3. Resolve problems and incidents of varying complexity to ensure continuous operation with minimal disruption.
4. Monitor support queues and manage incidents and requests within the Service Agreement.
5. Provide out-of-hours support when necessary, managing live problems with minimal business disruption.
6. Contribute to service efficiency improvements and procedural updates.
7. Participate in Major Incidents for information gathering and support.
8. Report risks or problems to management immediately.
9. Ensure compliance with internal instructions and external regulations, managing operational risks and adhering to HSBC standards.
10. Maintain awareness of Video Conferencing, Digital Signage, AV integrations, and Meeting Room Support.
11. Provide technical support for AV systems, manage vendors, and oversee daily AV operations.
12. Coordinate with event planners and clients to meet AV needs.
13. Support deployment and maintenance of Unified Communication infrastructure.
14. Obtain industry-standard certifications relevant to the technology area.
15. Work with global MECM product team to escalate and investigate regional issues.
16. Test and ensure resilience of regional Anti-malware services, escalate issues as needed.
17. Review endpoint updates and ensure monthly Windows security patches and compliance.
18. Identify operational efficiencies and participate in testing new services.
19. Support continuous improvement activities.

Requirements

Experience & Qualifications:

• Graduation degree is REQUIRED for UAE Visa and Work Permit.
• Experience in technology/infrastructure roles, with End User Services experience preferred.
• Strong relationship management and stakeholder engagement skills.
• Experience working in large, complex, and dispersed organizations across time zones.
• Knowledge of IT Operations, policies, processes, and systems.
• Strong analytical skills for quick assessment and resolution.
• Ability to work independently with minimal supervision.
• Experience supporting customers at all levels.
• Good presentation, training, and communication skills in English.
• Familiarity with project lifecycle and ITIL framework.
• Strong ownership and ability to work under pressure.

For more details and application information, visit our careers site and search using the reference number.

HSBC values diversity and fosters a culture of respect, professional development, and inclusive growth. Personal data related to applications will be handled according to our Privacy Statement.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.