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, such as the Museum of the Future, Area 2071, The Centre for the Fourth Industrial Revolution UAE, Dubai Future Accelerators, One Million Arab Coders, Dubai Future Academy, Dubai Future Solutions, Dubai Future Labs, Dubai Future Forum, etc. 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. As the business aims at pushing boundaries, to be successful in this role, you will need to be flexible, adaptable, and efficient in incorporating new solutions.

Your responsibilities

End User Support Management

• You will provide technical support to end-users for hardware, software, and network-related issues. This includes troubleshooting problems, diagnosing faults, and providing solutions.

• You will manage and resolve incidents reported by end-users in a timely manner. Ensure that incidents are properly documented and tracked using the organization's IT service management system.

• You will handle service requests from end-users, such as software installations, hardware upgrades, and access permissions. Ensure that requests are fulfilled promptly and accurately.

• You will conduct training sessions for end-users to help them understand and effectively use IT systems and tools. Develop and maintain user guides and training materials.

• You will maintain an inventory of IT assets, including hardware and software. Ensure that assets are properly tracked, maintained, and replaced as needed.

• You will work closely with other IT teams to ensure seamless support for end-users. This includes collaborating with network, security, and application support teams.

System Administration

• You will manage user accounts, including creation, modification, and deletion. Ensure that user accounts are properly configured and secure.

• You will oversee the installation, configuration, and maintenance of software applications. Ensure that software is up-to-date and compliant with licensing agreements.

• You will implement and manage patch management processes to ensure that systems are protected against vulnerabilities. Ensure that patches are tested and deployed in a timely manner.

• You will implement and manage backup and recovery solutions to ensure data integrity and availability. Ensure that backups are regularly performed and tested.

• You will provide first-level support for systems, servers, and network-related issues. This includes monitoring, troubleshooting, and resolving basic issues to ensure smooth operation and minimal downtime.

Third Party Relationships & Team Leadership

• You will manage both internal and external relationships to ensure end to end service delivery and project completion.

• You will work closely with the procurement and projects teams to ensure the right service providers are selected for IT project requirements.

• You will lead and mentor a team of IT professionals. Provide guidance, training, and support to ensure the team's success.

Continuous Improvement

• You will stay up-to-date with the latest trends and technologies in cloud computing and cybersecurity. Implement best practices and continuously improve the organization's cloud and security posture.

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. This dual focus on end-user support and system administration is essential for driving strategic projects that position the Dubai Future Foundation as a leader in the IT and technology sector. Your expertise will help push the boundaries of what technology can achieve, delivering innovative solutions that support the foundation's mission and vision.

What Dubai Future Foundation offers?

We will 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, work 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.

• You will have experience with user account management, software management, and patch management.

• You will have excellent leadership and team management skills.

• You will have strong analytical and problem-solving abilities.

• You will have excellent communication and interpersonal skills.

DUBAI FUTURE FOUNDATION

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