IT Field Technical Support

CBRE Group, Inc.; United Arab Emirates; On-site; AED 280,000 - 360,000; Full time

Job summary

CBRE Group, Inc. in the United Arab Emirates seeks a Team Leader for Field Technical Support to manage IT services for about 2,000 end users across the Middle East. You will lead a team of six engineers and coordinate with business leaders to align IT services with business goals.

Responsibilities include ensuring service excellence, coordinating office deployments and technology rollouts, and actively engaging users to gather feedback for continuous improvement.

Qualifications

• 3+ years in IT management with a focus on end-user support.
• English proficiency for technical documentation and multicultural teamwork.
• In-depth knowledge of desktop management, OS and common software issues.
• Strong communication to explain technical concepts to non-technical stakeholders.
• Proven project management experience and adaptable to changing priorities.
• ITIL, MCDST, MCSA, CCNA knowledge advantageous; MS Office 365 familiarity.

Responsibilities

• Lead and manage a team of six engineers across the Middle East.
• Engage with business leaders to align IT services with objectives.
• Analyze issues and ensure service excellence with leadership reporting.
• Coordinate office setups and technology deployments, managing timelines and budgets.
• Engage users to gather feedback and drive continuous improvement.

Skills

IT management

End-user support

Project management

English communication

Team leadership

Desktops & OS

Troubleshooting

Education

ITIL, MCDST, MCSA, CCNA advantageous

Tools

MS Active Directory

MS Exchange

MS Azure

Intune

Office 365

ServiceNow

Jira

Topdesk

Zendesk

Freshworks

AV videoconferencing systems

Secure print solutions

Job description

About The Role

Join our dynamic Digital & Technology (D&T) Team as a Team Leader for Field Technical Support in the Middle East Region, where you will play a crucial role in managing business expectations and delivering exceptional IT service to approximately 2,000 end users across the region.

What You’ll Do

• Lead and Manage: Oversee a dedicated team of engineers in various countries in the Middle East (Team of 6), serving as the primary point of contact for technical issues and questions. Foster a collaborative environment that encourages problem-solving and innovation.
• Business Liaison: Engage directly with business leaders to understand their needs and expectations, ensuring that IT services align with business objectives and strategies.
• Service Excellence: Analyze and evaluate reported issues, implementing corrective actions to maintain high service standards. Regularly report to leadership on team performance and adherence to policies.
• Project Management: Utilize your project management skills to coordinate multiple initiatives, from new office setups to strategic technology deployments. Ensure seamless delivery of projects while managing timelines and budgets.
• User Engagement: Actively liaise with the user community to gather feedback and ideas for solutions, enhancing the overall user experience.

What You’ll Need

• Experience: Minimum of 3 years in IT Management, with a strong focus on end-user support, (Servicedesk, or On End Users support role as Team Leader preferred).
• Languages required: English on the level that You can read and write technical documentation and manage multicultural Team spread across region.
• Technical Proficiency: In-depth knowledge of desktop management, office automation, and general operating systems. Proficient in troubleshooting software and hardware issues. MS Active directory, MS Exchange, MS Azure, Intune, day-to-day usage knowledge required.
• Communication Skills: Exceptional verbal and written communication skills, with an ability to convey technical concepts to non-technical stakeholders.
• Project Management: Proven experience managing projects, with the ability to adapt to changing priorities and deliver results.
• Flexibility and Customer Orientation: A professional attitude that prioritizes customer satisfaction and supports a flexible work environment.
• Education: Familiarity with ITIL, MCDST, MCSA, and CCNA certifications is advantageous. MS Office 365 tools fluent.
• Despite Managing Team of 6 engineers, there would be requirement of providing day-to-day support for end users as well.
• Familiarity with modern AV videoconference systems, secure print solutions would be beneficial.
• Experience of working with ITIL ticketing system ex. Service-Now, Jira, Topdesk, Zendesk, Fresh Works etc.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

OUR VALUES IN HIRING

At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications.