Senior IT Support Specialist – End-User & VIP Escalations

Sharp Brains; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Sharp Brains in Dubai is seeking an experienced IT Support specialist to provide end‑to‑end desktop and laptop support for all users. You will manage IMAC activities, OS imaging, patching, and vendor hardware replacements, while following ITIL incident, problem, and service request processes.

You will use SCCM, Intune, ServiceNow, and Active Directory to track assets, resolve incidents, and assist users with VPNs and office apps. Onsite and remote work support offered.

Qualifications

• More than 3 years IT support experience.
• Experience with end-user device support and ITIL practices.
• Experience with remote and deskside support.

Responsibilities

• Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administered approved software installations, updates, and security patching in coordination with IT policies.
• Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assisted with Active Directory tasks, basic user account management, and smart hands support.
• Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
• Followed ITIL practices for incident, problem, and service request management in corporate environments.

Skills

IT Support

VIP support

ITIL practices

End-user support

Tools

SCCM

Intune

ServiceNow

Active Directory

MS Office

Outlook

VPN clients

MAC handling

Job description

Sharp Brains in Dubai is seeking an experienced IT Support specialist to provide end‑to‑end desktop and laptop support for all users. You will manage IMAC activities, OS imaging, patching, and vendor hardware replacements, while following ITIL incident, problem, and service request processes.

You will use SCCM, Intune, ServiceNow, and Active Directory to track assets, resolve incidents, and assist users with VPNs and office apps. Onsite and remote work support offered.