Senior IT Support Engineer

Welcome to MultiBank Group , a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, deep liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 17+ financial regulators across 5 continents, and recipient of over 70 financial awards, MultiBank Group is devoted to innovation, excellence, and empowering clients to achieve their financial goals.

Role Overview:

As an IT Support member at Multibank Group, you will play a crucial role in ensuring the smooth operation of our IT systems and providing technical assistance to employees. You will be responsible for resolving hardware and software issues, maintaining IT infrastructure, and supporting users with various IT-related tasks.

Key Responsibilities:

• Serve as the 1st and 2nd line of technical support, assisting local and global end-users with hardware, software and network-related issues.
• Install, configure, and troubleshoot computers, peripherals, printers, and other IT equipment.
• Set up and configure new IT equipment for employees and assist with user onboarding and offboarding.
• Capable of managing Office 365 user accounts, including creating or disabling users, configuring distribution lists, shared mailboxes, and security groups if necessary.
• Handle daily IT support tickets through JIRA ITSM, ensuring timely, accurate, and professional resolutions.
• Troubleshoot basic network problems, including TCP/IP configuration, DNS/DHCP issues, connectivity failures, VLAN access, and Wi-Fi problems.
• Support Entra ID and Intune tasks, including user enrollments and access adjustments.
• Participate in IT projects, including device enrollments, system upgrades, and network enhancements.
• Maintain and update IT inventory in collaboration with the Admin department.
• Prepare purchase request forms for all technical equipment and software acquisitions.
• Provide guidance to users on IT best practices, tools, and security awareness.
• Collaborate with the IT team to implement, follow, and improve IT policies and procedures.
• Participate in scheduled on-call rotations for a few weeks per year to support after-hours incidents and critical issues.

Qualifications

• Bachelor's degree in information technology, Computer Science or related field
• 5+ years in Support Engineering within a corporate environment.
• Proven experience in technical support roles, covering both L1 and L2 support responsibilities.
• Understanding networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and basic switching concepts.
• Strong knowledge of Microsoft Windows, Mac OS, Office 365, Active Directory/Entra ID, and basic networking principles.
• Experience using IT ticketing systems and familiarity with ITIL workflows.
• Awareness of cybersecurity best practices and secure user management.
• Excellent communication and interpersonal skills with the ability to support users at all levels.
• Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment.
• Ability to work both independently and as part of a team, providing reliable and high-quality support.

Additional Skills (Preferred):

• Ability to follow structured workflows and SLAs within ITSM environments.
• Experience with ITIL practices and incident management
• Experience utilizing Jira or other ITSM ticketing systems
• Experience using remote access tools
• Understanding of patch management
• Familiarity with backup/restore tools
• Knowledge of API integrations, SSO, automation workflows, and SaaS management

Why Join Us?

• Work with one of the world’s leading financial derivatives institutions.

• Competitive salary plus performance-based incentives.

• Access to a dynamic, international, and fast-growing environment.

• Strong opportunities for career progression within a global financial group.

• Be part of a business committed to innovation, excellence, and long-term growth.

Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance