IT Analyst | Desktop Support Engineer

Rex Technologies GmbH; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Marex is seeking a Service Desk Analyst in Dubai to deliver first-line technical support for business users. You will diagnose hardware, software, and system-related issues, logging incidents, and ensuring timely resolutions to minimize operational disruption.

You will work within ITIL-aligned processes, provide on-site support from 6am–7pm, Monday to Friday, and collaborate with another teams to maintain system reliability.

Qualifications

• Experience with Microsoft Windows Server platforms (2008/2012/2016).
• Active Directory (DNS/DHCP/GPO) administration experience.
• Exchange server administration experience.
• Strong knowledge of Windows OS and desktop hardware/software.
• Good understanding of ITIL principles and best practices (advantageous).
• Certifications like ITIL v3, MCSE, Citrix, or Cisco are a plus.

Responsibilities

• Log and track incidents, service requests and changes in the Service Desk system (JIRA).
• Manage and resolve Service Desk tickets in a timely manner.
• Escalate complex issues as needed and maintain ownership until resolution.
• Provide professional customer service and clear communication to users.
• Create and maintain knowledge base articles for common issues.

Skills

Microsoft Technologies

Windows Server

Active Directory

Exchange

Windows OS/Desktops

ITIL knowledge

MCSE/Citrix/Cisco (adv.)

Tools

JIRA

Job description

About Marex

Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world’s major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas.

For more information visit https://www.marex.com/

Vacancy Numbers: VN3070

Department description

Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights, and analytics.

Role Summary

Working as a part of the Service Desk, you will be responsible for providing first-line technical support to business users in the Dubai office, diagnosing and resolving hardware, software, and system-related issues to minimise disruption to business operations. You will log, track, and manage incidents and service requests, elevate complex issues when required, and deliver excellent customer service while ensuring adherence to IT service management processes and service level agreements (SLAs).

Responsibilities

Role specific:

• Accurate logging of all Incidents, Service requests and Changes in the Service Desk system (JIRA)
• Management and timely resolution of Service Desk tickets
• Effective escalation of tickets
• Ensure customers are dealt with professionally and efficiently
• Knowledge sharing with other team members through a knowledge base system
• Support of Standard Microsoft Technologies
• Writing documentation and maintaining knowledge of new technologies and how they can
• help the company
• Ensure technical skills are updated in line with company requirements
• Endeavour to align working practices to ITIL framework where appropriate
• Providing out of hours support to users as per the on-call rota
• Providing support as part of a shift pattern from 6am-7pm, Monday to Friday.
• In addition to the above, all members of the team are expected to contribute to departmental projects, and this can include weekend work time to time.

All staff:

• Ensuring compliance with the company’s regulatory requirements under the FCA, NFA, AMF, AFM, MAS.
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.
• At all times complying with the FCA’s Code of Conduct
• To ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility
• To report any breaches of policy to Compliance and/ or your supervisor as required
• To elevate risk events immediately
• To provide input to risk management processes, as required.

Competencies, Skills, Experience & Qualifications:

Skills and Experience:

Essential:

• Standard Microsoft Technologies
• Microsoft Windows Server Systems (2008/2012/2016)
• Microsoft Active Directory (DNS/DHCP/GPO etc.)
• Microsoft Exchange
• Supporting Windows OS and desktop hardware and software
• You will also be expected to have a good current knowledge of relevant technologies and
• best practices.
• Not vital but advantageous: ITIL v3, Microsoft MCSE, Citrix, Cisco.

Desirable:

• ITIL v3, Microsoft MCSE, Citrix, Cisco.

Competencies:

• Maintaining calm composure and effective under pressure.
• Flexible, adaptable, and responsive to change.
• Eager to learn and committed to continuous improvement.
• Excellent communication and stakeholder management skills.
• Strong written and verbal communication skills, with the ability to explain complex concepts in a clear, user-friendly manner.

Conduct Rules, You must:

• Act with integrity
• Act with due skill, care and diligence
• Be open and cooperative with the FCA, the PRA and other regulators
• Pay due regard to the interests of customers and treat them fairly
• Observe proper standard of market conduct
• Act to deliver good outcomes for retail customers

Company Values

Be collaborative - by working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients

Act with integrity - we pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders

Be adaptable and entrepreneurial - we embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face.

Be respectful – how we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do.

Nurture talent – we aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support – for ourselves, and our teams.

Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.