Digital Support Specialist

Job Description

Join us at Miral Experiences!

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan.

We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether youre seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

Role Overview

The IT Digital Support Specialist is responsible for ensuring the effective delivery of IT services to meet the needs of internal stakeholders and external clients. This role requires strong coordination across IT teams, adherence to SLAs, and maintaining high operational standards.

Key Responsibilities

Operations

• Coordinate with IT teams to ensure seamless service delivery and timely resolution of issues.
• Manage IT incidents and service requests in line with agreed procedures and SLAs.
• Ensure proper documentation of supported systems and components.
• Proactively investigate, resolve, and document system and service-related issues.
• Provide feedback to IT management to enhance system performance.
• Identify and recommend continuous service improvement opportunities.
  
  

Collaboration

• Lead communication for Level 1 support tickets across departments and ensure accurate logging and reporting.
• Support employees in understanding IT policies and information security practices.
• Act as the primary point of contact for client inquiries, escalations, and feedback.
• Understand client expectations and tailor service delivery accordingly.
• Conduct regular service review meetings and identify improvement areas.
  
  

Qualifications

Essential

• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL Certification
• CCNA and MCP certifications
• Minimum 2 years of experience in an IT Service Delivery role
  
  

Desirable

• MBA
• Project Management Certification (Waterfall and Agile)
• ISO 27001 Certification
• Experience managing IT projects
  
  

Essential

Skills & Knowledge

• Strong understanding of IT service management frameworks (ITIL)
• Solid knowledge of Microsoft Operating Systems and client-based applications
• Ability to thrive in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills
  
  

Desirable

• Knowledge of GDPR and international security regulations
• Understanding of PCI, ISO, and UAE security regulations
• Knowledge of Information Security operations and governance
  
  

Shape the Future with Us

At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.

From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.

We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, theres a place for you at Miral Experiences.

About Us

Miral Experiences

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