End User Support Senior Specialist – Majid Al Futtaim

Majid Al Futtaim is hiring an End User Support Senior Specialist in Dubai – a senior IT support role responsible for keeping employees across the group’s various business units productive, resolving hardware, software, and systems issues at a level beyond first-line helpdesk support.

The role covers escalated technical support across desktops, laptops, mobile devices, and common enterprise software, along with ownership of recurring issue patterns – identifying where the same problem keeps resurfacing and fixing the underlying cause rather than just resolving each ticket individually. Given Majid Al Futtaim’s size and the breadth of its business (shopping centres, hotels, retail, entertainment), this role likely supports a genuinely diverse set of end users and use cases, not a single office environment.

It suits an experienced IT support professional who’s moved beyond basic helpdesk troubleshooting and is comfortable owning more complex technical issues, mentoring junior support staff, and working across a large, varied organization rather than a single small office setup.

Every hour an employee loses to a malfunctioning laptop, a software issue, or a systems outage is an hour that doesn't go toward serving customers or running operations across Majid Al Futtaim's diverse business lines, which is exactly what this End User Support Senior Specialist role exists to minimize. Because the role is focused on escalated and recurring issues specifically, its impact compounds - fixing the root cause behind a repeated problem protects productivity across potentially hundreds of end users, not just the one person who happened to raise the ticket. Given how varied Majid Al Futtaim's business is, from mall operations to hospitality to retail, reliable IT support underpins day-to-day functioning across fundamentally different kinds of work, which makes consistent, senior-level support capability a genuine operational necessity rather than a background convenience. Because the role also mentors junior support staff, its impact extends into how effectively the wider support function handles future issues, not just the ones this specific specialist personally resolves.

Senior end-user support experience at a large, diversified organization like Majid Al Futtaim builds a breadth of technical exposure that's hard to get in a smaller, single-business IT environment - supporting retail point-of-sale systems, hospitality tech, and standard corporate IT within the same role builds a kind of adaptability that specialist IT support roles elsewhere often don't require. The root-cause ownership element of the role also starts to build skills - systems thinking, documentation, process improvement - that are directly relevant for anyone aiming at IT service management, systems administration, or IT operations leadership roles down the line. People who perform well in senior support roles like this typically progress into IT service delivery management, systems administration, or broader IT operations roles with wider scope. Mentoring junior support staff as part of this role also builds early leadership experience that's valuable for anyone with ambitions toward IT team management, and the scale of Majid Al Futtaim's operations means this experience carries genuine weight with other large regional employers looking for IT support professionals who've operated in a complex, multi-business environment. The breadth of systems and business lines supported in this kind of role also makes it a strong stepping stone toward IT roles that require comfort with ambiguity and variety, rather than a single, narrowly defined technical environment.

• Several years of experience in IT end-user support, with demonstrated progression beyond entry-level helpdesk work
• Strong troubleshooting skills across desktops, laptops, mobile devices, and enterprise software
• Experience with IT service management tools and ticketing systems
• Ability to identify and resolve recurring issues at a root-cause level, not just case by case
• Strong communication skills for supporting non-technical staff across a large organization
• Comfort mentoring or guiding junior support team members