End User Support Associate

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 Associate | Majid Al Futtaim Global Solutions UAE

ROLE SUMMARY

The End User Services Associate is responsible for providing technical support and services to end users within the organization. This role involves troubleshooting hardware and software issues, configuring devices, managing user access, and ensuring optimal performance of desktops, laptops, mobile devices, and other end-user technologies. The EUS Associate plays a vital role in maintaining high levels of customer satisfaction and operational efficiency.

ROLE PROFILE

• Install, configure, and maintain computer hardware, software, networks, printers, and scanners for both end users and senior management.
• Troubleshoot and resolve incidents and requests via phone, chat, email, remote tools, and desk-side visits.
• Proactively monitor and maintain the health of computer systems and networks, identifying potential issues and ensuring continuous system uptime and reliability. Resolve technical problems related to LAN, WAN and VPN.
• Responding in a timely manner to service issues and requests.
• Proven experience in troubleshooting LAN/WAN and VPN issues
• Act as the point of escalation for unresolved or complex technical issues, ensuring that senior management’s needs are prioritized and resolved ASAP.
• Troubleshoot and diagnose hardware and software issues, offering expert-level solutions to technical problems across various platforms and devices.
• Lead and mentor other support engineers, providing guidance on complex technical issues, best practices.

REQUIREMENTS

• 2 to 5 years experience in IT field support.
• Bachelor’s degree in computer science/ computer information system
• Expert knowledge of Windows and Mac OS environments, as well as experience with mobile device management (MDM) and troubleshooting.
• Proficiency in supporting enterprise-level applications, including Microsoft 365 and other business-critical tools
• Experience with remote desktop applications and support tools (e.g., TeamViewer, Remote Desktop Protocol).
• Knowledge of IT security best practices to safeguard user devices and sensitive company data.

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.