2nd Line Support Analyst

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the UAE. We started in 1996 and have grown to about 4,900 people.

Role overview:

The 2nd Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. We are headquartered in Dubai and have been hiring remotely since 2020. We hire in Brazil through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Working hours follow Gulf time, Monday to Friday.

What you'll be doing:

• Track hardware inventory and warranty status in the asset system
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Connect remote users to VPN and troubleshoot access issues
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Write and update knowledge base articles for common problems

Required qualifications:

• 2+ years of help desk or desktop support experience
• Familiarity with Microsoft 365 admin tasks
• Experience with Active Directory user and group management
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• CompTIA A+ certification or equivalent hands-on experience

Preferred qualifications:

• Experience supporting healthcare, legal or manufacturing environments
• Network+ or Microsoft MD-102 certification

Compensation: R$11,500 - R$13,500 per month

What we offer:

• Paid sick days
• Annual team retreat
• Co-working space stipend
• Annual learning budget

The posting will close once we have a strong shortlist.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Falcon Advisors LLC.