IT Operations Technician — Dubai: Growth & Impact

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

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.