Technology Support Analyst

Hantec Trader Limited; Dubai; Hybrid; AED 60,000 - 90,000; Full time

Benefits offered by this job

Annual ticket home

Visa sponsorship

Health insurance

Bonus pool

Core values nominations

Core values winner

Core values trip

Remote work elsewhere

Job summary

Hantec Trader Limited in Dubai seeks an experienced Technology Support Analyst to join our Technology team. You will provide on-site and remote 1st and 2nd line support, troubleshoot issues, and help ensure the availability and performance of critical systems.

Responsibilities include PC/Windows and VDI support, asset management, project assistance, and ITSM using Jira Service Management. You’ll liaise with international teams to resolve incidents within SLAs.

Qualifications

• 2–3 years in IT service/help desk or technical support.
• Experience with Microsoft 365 and Windows endpoints.
• Familiarity with Jira Service Management and ITSM processes.
• Strong problem-solving and documentation skills.

Responsibilities

• Provide on-site and remote 1st/2nd line support, escalating complex issues to international teams when required.
• Act as the first contact for production incidents to maintain high availability.
• Diagnose issues related to PCs, servers, and VDI.
• Procure, install, and support hardware/software; guide users on new tools.
• Maintain accurate asset and inventory records.
• Support technology projects including rollouts, migrations, and office moves.
• Undertake small to medium projects and assist senior team members.
• Perform patches and updates to keep systems secure.
• Use Jira Service Management to log and manage incidents per ITSM.
• Ensure incidents are resolved within SLAs and perform root cause analysis.

Skills

IT Support

Microsoft 365

Windows OS

ITSM

Jira Service Management

End-user support

Troubleshooting

Education

Bachelor's degree in IT or related field

Tools

Jira

Exchange Online

Job description

We’re a global broker with innovation at our core. Designing for us means building tools that empower traders across markets, platforms, and geographies. You’ll be part of a team where ownership is expected, collaboration is celebrated, and creativity is the standard.

Role Overview

We are seeking an experienced and motivated Technology Support Analyst to join our Technology team in Dubai. The successful candidate will be responsible for providing 1st and 2nd level technical support, troubleshooting issues across our technology environment, and helping ensure the availability, performance and reliability of critical systems.

Your responsibilities

• Provide on-site and remote 1st and 2nd level technical support, resolving issues efficiently and escalating more complex problems to the relevant international teams when required.
• Act as the first point of contact for production-related incidents and support the wider Technology stack to help maintain high availability and performance.
• Diagnose and resolve technical issues relating to PC and server operating systems, Virtual Desktop Infrastructure (VDI) and other critical systems.
• Procure, catalogue, install and support Technology hardware and software, providing end users with guidance on new equipment and applications.
• Maintain accurate Technology asset and inventory records, ensuring all hardware and software is properly documented and tracked.
• Support Technology projects including rollouts, migrations, office moves and events.
• Undertake small to medium-sized Technology projects and provide support to senior Technology team members with planning and implementation.
• Perform regular maintenance, patches and updates to help ensure systems remain secure and reliable.
• Use Jira Service Management to log, track and manage incidents, service requests and changes in line with ITSM practices.
• Ensure incidents are resolved within agreed SLAs and carry out root cause analysis for recurring issues.

Technical Requirements

• 2–3 years of experience in an IT Service Desk, Help Desk or Technical Support role.
• Experience supporting Microsoft 365, Windows operating systems and end-user devices.
• Knowledge of Microsoft 365 administration, Exchange Online and endpoint management solutions.
• Experience working with ticketing systems and IT Service Management (ITSM) processes.
• Experience using Jira Service Management, Jira or similar ticketing and issue-tracking systems.
• Strong troubleshooting and problem-solving skills.
• Strong understanding of end-user support and the ability to diagnose technical issues effectively.
• Ability to document issues, resolutions and technical procedures clearly and accurately.
• Ability to work independently, prioritise tasks and perform effectively under pressure.
• Excellent communication and interpersonal skills with a collaborative approach.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.

Our Values

• Own It, Every Time – Responsibility is our standard.
• Make Things Happen – We act decisively and with purpose.
• Relationships Matter – We collaborate with intent.
• Integrity is Everything – No shortcuts. No compromise.

What we offer:

• Annual Ticket Home - 2,500 AED a year offered after 1 year of employment
• VISA Sponsorship
• Health Insurance
• Annual Discretionary Bonus Pool – rewarding high performance
• Monthly $100 Core Values Nominations – recognition for living our values
• Quarterly Core Values Winner – exclusive dinner with our Directors
• Yearly Core Values Champion – an all-inclusive paid work trip to one of our global offices
• Work from Other Offices – flexibility to work remotely from our worldwide locations (at employee’s expense)