Support Operations Specialist II

Remotedxb; Dubai; On-site; AED 180,000 - 250,000; Full time

Job summary

OneImaging is seeking an experienced IT Support Specialist to handle Tier 2 escalations and diagnose hardware, software, and network issues in a fast-paced environment.

You will administer Google Workspace, manage MDM, image and deploy endpoints, and mentor junior staff while driving process improvements.

Qualifications

• 3+ years IT support with Tier 2 escalation experience.

Responsibilities

• Own escalated tickets from Tier 1 and resolve complex issues.

Skills

Tier 2 escalation

Windows troubleshooting

macOS troubleshooting

Networking fundamentals

MDM administration

Google Workspace

Jira/ServiceNow

Independent work

Education

Associate's degree in IT

Tools

Jira

ServiceNow

Linear

Job description

Responsibilities

• Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, network connectivity, and access issues
• Perform root-cause analysis on recurring problems and partner with the Director to drive permanent fixes
• Administer identity and access systems, including Google Workspace, group management, and MDM
• Support and troubleshoot core business applications and vendor-specific software
• Configure, image, and deploy endpoints and manage device lifecycle
• Mentor the Tier 1 Specialist by reviewing tickets and sharing techniques
• Build and maintain knowledge base articles and runbooks
• Coordinate with third-party vendors to resolve incidents
• Contribute to monthly reporting and trend analysis
• Support IT projects and process-improvement initiatives

Requirements

• 3+ years of experience in IT support with Tier 2 escalation experience
• Strong Windows and macOS desktop troubleshooting skills
• Solid networking fundamentals (DNS, DHCP, VPN)
• Hands-on experience administering Google Workspace or Microsoft 365
• Experience with endpoint/mobile device management (MDM)
• Proficiency with ticketing systems like Linear, Jira, or ServiceNow
• Excellent problem-solving skills and ability to work independently
• Associate's degree in IT or related field, or equivalent experience

Preferred Qualifications

• CompTIA Network+, Security+, or ITIL Foundations certifications
• Scripting or automation experience (PowerShell, Python, or Google Apps Script)
• Experience supporting a healthcare or regulated environment (HIPAA/PHI)
• Experience with Slack administration and helpdesk automation tooling
• Prior experience mentoring Tier 1 staff

About the Company

OneImaging is solving the radiology access problem with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%.