Technology Support Analyst

Department: Technology

Location: DubaiWhy Join Hantec?We’re a global broker with innovation at our core.

Designing for us means building tools that empower traders across markets, platforms, and geographies. You’ll be part of a team where ownership is expected, collaboration is celebrated, and creativity is the standard.Role OverviewWe are seeking an experienced and motivated Technology Support Analyst to join our Technology team in Dubai. The successful candidate will be responsible for providing 1st and 2nd level technical support, troubleshooting issues across our technology environment, and helping ensure the availability, performance and reliability of critical systems.Your responsibilities

• Provide on-site and remote 1st and 2nd level technical support, resolving issues efficiently and escalating more complex problems to the relevant international teams when required.
• Act as the first point of contact for production-related incidents and support the wider Technology stack to help maintain high availability and performance.
• Diagnose and resolve technical issues relating to PC and server operating systems, Virtual Desktop Infrastructure (VDI) and other critical systems.
• Procure, catalogue, install and support Technology hardware and software, providing end users with guidance on new equipment and applications.
• Maintain accurate Technology asset and inventory records, ensuring all hardware and software is properly documented and tracked.
• Support Technology projects including rollouts, migrations, office moves and events.
• Undertake small to medium-sized Technology projects and provide support to senior Technology team members with planning and implementation.
• Perform regular maintenance, patches and updates to help ensure systems remain secure and reliable.
• Use Jira Service Management to log, track and manage incidents, service requests and changes in line with ITSM practices.
• Ensure incidents are resolved within agreed SLAs and carry out root cause analysis for recurring issues.Technical Requirements
• 2–3 years of experience in an IT Service Desk, Help Desk or Technical Support role.
• Experience supporting Microsoft 365, Windows operating systems and end-user devices.
• Knowledge of Microsoft 365 administration, Exchange Online and endpoint management solutions.
• Experience working with ticketing systems and IT Service Management (ITSM) processes.
• Experience using Jira Service Management, Jira or similar ticketing and issue-tracking systems.
• Strong troubleshooting and problem-solving skills.
• Strong understanding of end-user support and the ability to diagnose technical issues effectively.
• Ability to document issues, resolutions and technical procedures clearly and accurately.
• Ability to work independently, prioritise tasks and perform effectively under pressure.
• Excellent communication and interpersonal skills with a collaborative approach.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.Our ValuesOwn It, Every Time – Responsibility is our standard.Make Things Happen – We act decisively and with purpose.Relationships Matter – We collaborate with intent.Integrity is Everything – No shortcuts. No compromise.What we offer:Annual Ticket Home - 2,500 AED a year offered after 1 year of employmentVISA SponsorshipHealth InsuranceAnnual Discretionary Bonus Pool – rewarding high performanceMonthly $100 Core Values Nominations – recognition for living our valuesQuarterly Core Values Winner – exclusive dinner with our DirectorsYearly Core Values Champion – an all-inclusive paid work trip to one of our global officesWork from Other Offices – flexibility to work remotely from our worldwide locations (at employee’s expense)