Key Responsibilities:

• Provide advanced technical support for enterprise IT infrastructure in environments with 500+ users.
• Troubleshoot complex issues across virtualization platforms (Hyper-V), networking, and end-user systems.
• Manage and optimize cloud infrastructure (Microsoft Azure and/or AWS) using industry best practices.
• Lead a team of junior engineers, ensuring timely and effective delivery of support services.
• Define and improve ITIL-based processes for incident, problem, and change management.
• Collaborate with vendors for hardware/software AMC support and ensure SLA compliance.
• Implement and support data protection solutions, antivirus systems, and OS-level security.
• Handle P1 incidents under pressure with a focus on root cause analysis and permanent resolution.
• Maintain awareness of UAE market trends and customer expectations to enhance service quality.
• Ensure basic cybersecurity and networking principles are applied in diagnostics and remediation.
• Drive continuous improvement through proactive problem-solving and creative solutions.

Required Skills & Qualifications:

• 5–10 years of experience in enterprise IT support and infrastructure management.
• Strong knowledge of virtualization technologies, especially Hyper-V.
• Hands-on experience with Microsoft Azure and/or AWS cloud platforms.
• Proficient in network troubleshooting and basic cybersecurity diagnostics.
• Familiarity with enterprise software for data protection, antivirus, and OS management.
• Experience managing hardware/software AMCs and vendor coordination.
• Proven ability to lead teams and manage service delivery effectively.
• Strong understanding of ITIL processes and service management frameworks.
• Excellent communication skills and a customer-centric mindset.
• Familiarity with UAE IT market and customer service expectations.

Preferred Attributes:

• Proactive, go-getter attitude with a passion for solving problems.
• Creative thinker with a focus on optimization and efficiency.
• Ability to work independently and under pressure in critical situations.