IT Operations Technician

BID Operations; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

BID Operations in Dubai is seeking an experienced IT Operations Technician to join our Dubai office. You will provide day-to-day technical support to employees, resolve hardware and software issues, manage service desk tickets, and assist with onboarding, access management and device configuration.

The role suits someone with 2–3 years of hands-on IT support experience who is organized, customer-focused, and able to work independently in a fast-paced international environment.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology or related field.
• 2–3 years of IT support, service desk, or IT operations experience.
• Hands-on experience with ITSM tickets, preferably Jira Service Management.
• Understanding of SLA, ticket priority, escalation timelines.
• Experience troubleshooting Windows and macOS devices.
• Basic knowledge of Microsoft 365, Active Directory/Entra ID, VPN, email, endpoint troubleshooting.
• Basic exposure to MDM tools such as Intune, Jamf is an advantage.
• Strong communication and customer-service mindset.
• Ability to document troubleshooting steps clearly.

Responsibilities

• Review, update, prioritize, and follow up on assigned tickets promptly.
• Respond to and resolve incident tickets (hardware, software, network, printer, email, login, access issues).
• Handle service requests (user account setup, password reset, software installs, device prep, access requests).
• Ensure tickets are documented with troubleshooting steps and resolution notes.
• Follow SLA requirements and escalate when needed.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard apps.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and productivity tools.
• Assist onboarding/offboarding (device setup, accounts, access removal, equipment return).
• Support basic MDM tasks and device enrollment/compliance checks.
• Troubleshoot network connectivity (LAN, Wi-Fi, VPN, internet).
• Maintain records of IT assets, repairs, and ticket history.
• Prepare user guides and knowledge base articles as needed.
• Follow IT security, data privacy, and access control procedures.

Skills

IT support

Ticketing

Windows

macOS

Microsoft 365

VPN

Active Directory / Entra ID

MDM

Jira Service Management

SLA awareness

Communication

Education

Associate’s or Bachelor’s degree in IT or related field

Tools

Jira Service Management

Active Directory/Entra ID

Microsoft Intune / MDM tools

Jamf

Microsoft 365

Job description

At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation.

BID Operations is looking for an experienced and customer-focused IT Operations Technician to join our Dubai office.

The successful candidate will provide day-to-day technical support to employees, resolve hardware and software issues, manage service desk tickets, and assist with user onboarding, access management and device configuration.

This position would suit someone with 2–3 years of hands‑on IT support experience who is organised, approachable and comfortable working independently in a fast‑paced international environment.

Important Information

• Applicants must currently hold a valid UAE residence visa and have the necessary right to work in the UAE without company visa sponsorship.
• The successful candidate will initially be engaged under a Service Provider agreement.

Job Description:

• Review, update, prioritize, and follow up on assigned tickets in a timely manner.

• Respond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access‑related issues.

• Handle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changes.

• Ensure tickets are properly documented with troubleshooting steps, resolution notes, and closure details.

• Follow agreed SLA requirements and elevate tickets when issues cannot be resolved within the expected timeframe.

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.

• Support Windows, macOS, Microsoft 365, email, VPN, Wi‑Fi, and office productivity tools.

• Assist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collection.

• Support basic MDM‑related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issues.

• Perform basic troubleshooting for network connectivity issues, including LAN, Wi‑Fi, VPN, and internet access.

• Maintain accurate records of IT assets, repairs, support activities, and ticket history.

• Prepare simple user guides, knowledge base articles, and support documentation when required.

• Follow company IT security, data privacy, and access control procedures.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.

• 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.

• Hands‑on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management.

• Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations.

• Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines.

• Experience troubleshooting Windows and/or macOS devices.

• Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.

• Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantage.

• Good understanding of computer hardware, software, networking, and common office applications.

• Ability to document troubleshooting steps and ticket resolutions clearly.

• Strong communication skills with a customer‑service mindset.

• Able to prioritize multiple support requests and follow up until resolution.

• Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage.

• Join an industry leader with global brand partnerships and ambitious growth plans.

• Be part of a dynamic, collaborative, and results‑driven team.

• Drive meaningful impact at the intersection of finance and sport.

• Competitive remuneration and professional development opportunities.