Senior Service Desk Analyst

Goaco; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Competitive Salary

Career Progression

Training & Certification support

Microsoft training & certification

Job summary

Goaco in the United Arab Emirates seeks a Senior Service Desk Analyst to provide 2nd and 3rd line technical support for internal users and managed customers, troubleshooting a range of desktop, server, networking, and Microsoft 365 issues.

You will mentor junior engineers, assist with onboarding of new customers, and contribute to the delivery of infrastructure and cloud solutions while supporting Intune, Entra ID, and endpoint management and applying Zero Trust security principles.

Qualifications

• Minimum 3 years in IT Support Service Desk or MSP environment
• Strong experience supporting Microsoft 365 environments and Intune
• Experience with Entra ID, Windows 10/11 and Windows Server administration
• Active Directory and Group Policy fundamentals
• Networking basics: DNS, DHCP, TCP/IP, VPNs, firewalls and switching
• Excellent troubleshooting and diagnostic skills
• Strong communication and customer service skills

Responsibilities

• Provide 2nd and 3rd line support to internal users and managed customers
• Troubleshoot desktop, server, networking and Microsoft 365 issues
• Support Intune, Entra ID and endpoint management
• Build, configure and deploy laptops, desktops and mobile devices
• Assist with onboarding of new customers
• Configure and support networking equipment including firewalls and switches
• Support infrastructure projects, cloud migrations and upgrades
• Maintain secure endpoint configurations and contribute to Zero Trust security
• Produce monthly technical and service reports
• Create and maintain technical documentation and knowledge base
• Act as escalation point for Service Desk
• Support continuous improvement initiatives

Skills

Microsoft 365 environments

Intune

Entra ID

Windows administration

Active Directory & Group Policy

Networking fundamentals

Troubleshooting

Communication & customer service

Workload prioritisation

Tools

Datto RMM

HaloPSA

PowerShell scripting

Microsoft Defender

Job description

THE ROLE

As a Senior Service Desk Analyst you ll provide 2nd and 3rd line technical support assist with customer onboarding and support the delivery of infrastructure and cloud solutions You ll be a key escalation point for the Service Desk helping to resolve complex technical issues while mentoring junior engineers and contributing to the continuous improvement of our services

KEY RESPONSIBILITIES

• Provide 2nd and 3rd line technical support to internal users and managed customers
• Troubleshoot desktop server networking and Microsoft 365 issues
• Support Microsoft Intune Entra ID and endpoint management
• Build configure and deploy laptops desktops and mobile devices
• Assist with the technical onboarding of new customers
• Configure and support networking equipment including firewalls switches wireless networks and VPNs
• Support infrastructure projects cloud migrations and system upgrades
• Maintain secure endpoint configurations and assist with implementing Zero Trust security principles
• Produce monthly technical and service reports
• Create and maintain technical documentation and knowledge base articles
• Act as an escalation point for the wider Service Desk team
• Support continuous improvement initiatives across the Service Desk

ESSENTIAL SKILLS amp EXPERIENCE

Minimum 3 years experience in an IT Support Service Desk or MSP environment Strong experience supporting Microsoft 365 environments Microsoft Intune and Entra ID Windows 10 11 and Windows Server administration Active Directory and Group Policy Networking fundamentals DNS DHCP TCP IP VPNs Firewalls and Switching Excellent troubleshooting and diagnostic skills Strong communication and customer service skills Ability to prioritise workloads and manage multiple tasks effectively

DESIRABLE SKILLS

• Ideally have a valid UAE driver s licence and access to vehicle for ad-hoc site access
• Experience working within a Managed Service Provider MSP Microsoft certifications MD-102 MS-102 AZ-104 or equivalent
• Knowledge of Microsoft Defender and endpoint security
• Experience with Datto RMM HaloPSA or similar service management platforms
• PowerShell scripting
• Understanding of Cyber Essentials and Zero Trust security principles

BENEFITS

• Competitive Salary
• Base salary commensurate with experience
• Career Progression
• Clear pathways for career development and progression within the company
• Training amp Development
• Ongoing training and development opportunities to help you grow in your role
• Ongoing Microsoft training and certification support
• Exposure to modern Microsoft Cloud and Cyber Security technologies
• Supportive Culture
• Join a collaborative friendly and ambitious team that values work-life balance and personal growth
• Sponsorship available

WORKING PATTERN

Monday to Friday Part of on-call rota Occasional travel to customer sites may be required