VIP End User Support Engineer - Arabic

Job Description

Job Title: VIP End User Support Engineer - Arabic

Location: Dubai

The VIP IT Support Engineer (Arabic Speaker) will be responsible for providing high-level technical support to senior executives and key stakeholders. The role requires a proactive and responsive approach, ensuring minimal downtime and quick resolution of IT issues for VIP users, including senior management, C-suite executives, and other high-priority individuals. The ideal candidate must have excellent troubleshooting skills, strong communication abilities, and experience managing complex IT environments.

Key Responsibilities

• VIP Support: Provide on-demand IT support to VIP users, ensuring swift and effective resolution of technical issues, including software, hardware, and network-related problems.
• Troubleshooting & Problem Resolution: Diagnose and resolve complex technical issues with a focus on VIP needs, minimizing impact on productivity and maintaining a high level of customer satisfaction.
• Meeting Room Support: Provide tech support for VIP meetings/events.
• Proactive Monitoring: Monitor and maintain IT systems and equipment used by VIPs, proactively identifying potential issues and resolving them before they impact daily operations.
• Mobile Device Management: Manage, configure, and troubleshoot mobile devices, including smartphones, tablets, and laptops, ensuring seamless integration and functionality.
• System Configuration & Upgrades: Assist with the installation, configuration, and upgrades of software, hardware, and network devices for VIPs, ensuring systems are up to date and secure.
• Collaboration & Escalation: Collaborate with other IT teams (e.g., Network, Systems, Security) for complex issues, escalating when necessary to ensure timely resolution.
• Remote Support: Provide remote IT support to VIPs when they are traveling or working from different locations, ensuring minimal disruption to their work.
• Documentation: Maintain accurate records of issues, solutions, and service requests for all VIP support cases, following internal documentation protocols.
• Training & Guidance: Provide training and guidance to VIP users on new systems, applications, or tools, ensuring they can fully leverage the technology available to them.
• Security Compliance: Ensure that VIP users devices and accounts comply with company security policies, including implementing best practices for data protection, password management, and software updates.
  
  

• Experience: Minimum 7 years of experience in IT end user support, with a focus on high-level or executive-level support.
• Technical Skills:
• Proficiency with Windows, macOS, and mobile operating systems (iOS/Android).
• Familiarity with Microsoft 365, Office Suite, and enterprise applications.
• Strong understanding of meeting room technologies (Cisco), including device setup, functionality, and troubleshooting.
• Strong knowledge of hardware, networking, and VPN technologies.
• Experience with remote desktop tools and troubleshooting.
• Familiarity with Active Directory, Exchange, and IT security protocols.
• Extensive experience in managing meeting room requests and collaboration tools.
• Problem-Solving: Strong diagnostic and troubleshooting skills, with the ability to work under pressure to resolve issues quickly and effectively.
• Customer Service: Exceptional customer service and interpersonal skills, with the ability to communicate technical information clearly to non-technical users.
• Attention to Detail: High attention to detail, ensuring that all issues are documented, tracked, and resolved to the satisfaction of the VIP user.
• Time Management: Strong organizational and time-management skills, with the ability to prioritize tasks effectively and manage competing demands.
• Travel: Ability to travel to different locations as needed for on-site support.
  
  

• Certifications: ITIL certification, CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar certifications are a plus.
• Experience with VIP Support: Previous experience supporting senior executives or high-level users is highly desirable.
• Knowledge of IT Security Best Practices: Understanding of encryption, secure access protocols, and data protection methods.