IT Support Engineer

THE ROLE We are seeking a proactive and tech-savvy IT Support Engineer to provide exceptional technical assistance and ensure the smooth operation of our daily IT functions. In this role, you will be the primary point of contact for hardware, software, and network troubleshooting, dedicated to delivering a seamless technology experience for our employees from their first day onward. As part of a forward-thinking IT team, you will do more than just resolve day-to-day issues. We are looking for someone who is passionate about continuous improvement and eager to leverage AI and automation to streamline processes, improve ticketing efficiency, and enhance overall productivity across the organisation. KEY RESPONSIBILITIES - IT Helpdesk & Ticketing: Manage day-to-day CorporateIT support using our Jira Service Management (JSM) ticketing system. - SaaS Access Management: Manage access to the organization’s SaaS - Device & Asset Management: Serve as an admin for our MDM (Jamf) and maintain a meticulous, up-to-date hardware inventory using our asset management tool (Bluetally). - Onboarding & Offboarding: Own the end-to-end technical lifecycle for Dubai employees. This includes procuring laptops, configuring hardware/software, provisioning accounts, and ensuring a seamless, automated experience. - AV & Collaboration Systems: Manage, troubleshoot, and maintain all Audio/Visual (AV) and video conferencing systems in the Dubai office to ensure flawless internal and external meetings. - Vendor & Supplier Relations: Engage with and maintain strong, productive relationships with local hardware and software suppliers. - Network & ISP Management: Fully manage, patch, and maintain our local office network. You will be responsible for hands-on network troubleshooting to quickly resolve any infrastructure issues, while also acting as the primary liaison with Etisalat for internet services—navigating outages and negotiating plan upgrades. - Documentation: Create and maintain clear internal IT documentation, runbooks, and self-service guides for employees. WHAT WE’RE LOOKING FOR - Relevant Background: Proven experience in a standalone or primary IT support role within a modern office environment. - Regulated Environments: Proven experience in working in regulated environments: Frameworks (ISO 27001, SOC 2, PCI DSS), Regulators (CBUAE, DFSA, VARA, etc.) - Core Tech Stack: Hands-on experience with Jamf, Asset Management, Jira, Okta, and Google Workspace. - Fleet: Hands-on experience managing Apple hardware and software. - Network & Infrastructure Skills: Practical experience patching, maintaining, and troubleshooting local office networks, alongside managing ISP relationships. - AV Troubleshooting: Experience managing AV systems and conference room tech. - Local Procurement: Familiarity with local IT procurement in the UAE and navigating regional hardware vendors. - Supplier Liaison Skills: Strong communication and vendor management skills (prior experience dealing with UAE ISPs like Etisalat is a massive plus). - Autonomy & Reliability: Ability to work independently, manage your own time flexibly, and act as the approachable, reliable face of IT for the Dubai team. - Language Skills: Fluency in English is required; Arabic is a bonus. - Certifications: Certifications such as, CompTIA Network+, or Jamf Pro (100/200) are highly desirable. About Us   We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fuelling local economies, and changing how millions access financial services.   Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserve