IT Engineer

Life at Dubai Future Foundation

Dubai Future Foundation (DFF) aims to realize the wise vision of Dubai's leadership to institutionalize the envisioned future and forward-thinking methodologies, while positioning Dubai as the leading city of the future. In partnership with its local and global partners from governments, companies, startups, and entrepreneurs, DFF drives joint efforts to collectively imagine, design, and execute the best possible future for humanity.

Under the supervision of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Chairman of the Executive Council of Dubai, and Chairman of the Board of Trustees of DFF, the DFF runs and oversees many futureproofing projects and initiatives. DFF's efforts to share knowledge, adopt innovation, support entrepreneurs and innovative startups, build capacity, and promote forward-thinking and foresight principles contribute to Dubai's ambitions to be a role model for the cities of the future through the power of unlimited imagination, innovation, foresight and disruptive mindset.

For more information on the initiatives, projects, and programs of Dubai Future Foundation, please visit the website: www.dubaifuture.ae

Where does this role fit into the bigger picture

IT Engineer to the Cloud & Cyber Security Manager within the Information Technology structure.

Agility's main objective is to enable the Dubai Future Foundation to deliver on its ambitions and initiatives through acting as a business partner and advisor and providing support to the business in different areas such as Technology, Finance, Legal, Procurement, etc.

IT End User Support (EUS) Specialist

As an IT Engineer, you will take a critical role in managing and driving end-user support operations, ensuring that all employees have the necessary tools and support to perform their roles effectively. You will consistently and proactively contribute to building strong relationships, problem-solving, and creating innovative solutions within your domain. To be successful in this role, you will need to be flexible, adaptable, and efficient in incorporating new solutions.

Your responsibilities

1. End User Support Management
   • Provide technical support to end-users for hardware, software, and network-related issues, including troubleshooting problems, diagnosing faults, and providing solutions.
   • Manage and resolve incidents reported by end-users in a timely manner, ensuring that incidents are properly documented and tracked.
   • Handle service requests from end-users, such as software installations, hardware upgrades, and access permissions, ensuring that requests are fulfilled promptly and accurately.
   • Conduct training sessions for end-users to help them understand and effectively use IT systems and tools, developing and maintaining user guides and training materials.
   • Maintain an inventory of IT assets, ensuring that assets are properly tracked, maintained, and replaced as needed.
   • Work closely with other IT teams to ensure seamless support for end-users.
2. System Administration
   • Manage user accounts, ensuring that they are properly configured and secure.
   • Oversee the installation, configuration, and maintenance of software applications.
   • Implement and manage patch management processes to protect systems against vulnerabilities.
   • Implement and manage backup and recovery solutions to ensure data integrity and availability.
   • Provide first-level support for systems, servers, and network-related issues.
3. Third Party Relationships & Team Leadership
   • Manage both internal and external relationships to ensure end-to-end service delivery and project completion.
   • Work closely with the procurement and projects teams to ensure the right service providers are selected for IT project requirements.
   • Lead and mentor a team of IT professionals, providing guidance, training, and support.
4. Continuous Improvement
   • Stay up-to-date with the latest trends and technologies in cloud computing and cybersecurity, implementing best practices.

Why this role is important

This role is crucial for ensuring that the Dubai Future Foundation remains at the forefront of technological innovation and best practices. By leading the End User Support Management, you will ensure that employees have the necessary tools and support to perform their roles effectively. Your work in System Administration will guarantee that IT systems are reliable, secure, and perform well.

What Dubai Future Foundation offers

We offer you a unique opportunity to work with passionate people, support shapers of the future as well as work that has an impact, not only on the organization or the UAE but all of humankind. You will have the chance to work on exciting and new projects, in a highly diverse and fast-paced environment that fosters creativity, disruptive ideas, and innovation.

Who we are looking for

As an IT Engineer with Dubai Future Foundation, you will have a minimum of a Bachelor's degree in Computer Science, Information Technology, or a related field. You will have a minimum of 5 years of experience in end-user support and system administration. You will have strong knowledge of IT service management frameworks such as ITIL, experience with user account management, software management, and patch management. You will have excellent leadership and team management skills, strong analytical and problem-solving abilities, and excellent communication and interpersonal skills.