Technology Support Analyst

Hantec Markets; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

VISA Sponsorship

Health Insurance

Annual Discretionary Bonus Pool

Monthly Core Values Nominations

Quarterly Core Values Winner

Yearly Core Values Champion

Work from Other Offices

Job summary

Hantec Markets is seeking an experienced Technology Support Analyst in Dubai to join the Technology team. You will provide 1st and 2nd level technical support across the technology environment to ensure availability and performance of critical systems.

The role requires 2–3 years in IT service/tech support, strong Microsoft 365 and Windows expertise, Jira Service Management experience, and excellent communication. Visa Sponsorship and health insurance are offered along with annual bonuses.

Qualifications

• > 2–3 years of experience in an IT Service Desk, Help Desk or Technical Support role.
• Domain knowledge of Microsoft 365, Windows OS and end-user devices.
• Familiarity with ITSM processes and ticketing systems.
• Experience with Jira Service Management or Jira or similar systems.
• Strong troubleshooting and problem-solving skills.
• Clear documentation of issues and resolutions.
• Ability to work independently and under pressure.
• Excellent communication and collaboration skills.

Responsibilities

• > Provide on-site and remote 1st and 2nd level technical support.
• > Act as primary contact for production incidents and support high availability.
• > Diagnose and resolve issues related to PCs, servers, VDI, and critical systems.
• > Install and support technology hardware/software and guide end users.
• > Maintain asset and inventory records for hardware/software.
• > Support technology projects including rollouts, migrations, and office moves.
• > Undertake small to medium technology projects and assist senior team members.
• > Perform regular maintenance, patches, and updates.
• > Use Jira Service Management to log, track, and manage incidents and changes.
• > Ensure incidents are resolved within SLAs and perform root-cause analysis.

Skills

Troubleshooting

End-user support

ITSM processes

Ticketing systems

Jira Service Management

Microsoft 365 administration

Windows OS

Documentation

Independent work

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field

Tools

Jira Service Management

Exchange Online

Microsoft 365 Admin

Job description

Department: Technology

Location: Dubai

Why Join Hantec?

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)