End User Support Senior Specialist

About this opportunity

BUSINESS INTRODUCTION Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day. JOB TITLE End User Support Senior Specialist | MAF Global Solutions | Global Solutions UAE ROLE SUMMARY The End User Support Senior Specialist provides high-quality IT support to senior and executive users, resolving technical issues across desktops, laptops, mobile devices, and collaboration tools. Ensures a seamless user experience by managing incidents and service requests efficiently and in line with IT service standards. ROLE PROFILE Serve as the primary IT support contact for VIP and senior management users, ensuring a high-quality and responsive service experience. Provide 1st and 2nd line technical support for hardware, software, operating systems, mobile devices, printers, and collaboration tools such as Teams and Zoom. Troubleshoot and resolve LAN, WAN, VPN, routing, switching, internet connectivity, and network-related issues. Install, configure, maintain, repair, and replace IT hardware, software, peripherals, and end-user devices across Windows and macOS environments. Manage Active Directory access, corporate applications, system health, and proactive monitoring to ensure reliability and uptime. Own and prioritize support tickets, escalating and coordinating with infrastructure, security, application, and vendor teams through to complete resolution. Develop technical documentation, knowledge base articles, and troubleshooting guides, while leading and mentoring support engineers on complex technical issues. Act as the escalation point for complex incidents, providing expert troubleshooting and ensuring timely resolution and overall user satisfaction. REQUIREMENTS Bachelor's degree in computer science/ computer information system 5+ years experience in VIP IT support field CompTIA A+, Network+, or other technical certifications. Ability to Communicate effectively and professionally WHAT WE OFFER At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us! Work in a friendly environment, where everyone shares positive vibes and excited about our future. Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.