IT Support Specialist (2nd Line /3rd Line Support)

Job description / Role

We are working on behalf of an international law firm to recruit an experienced IT Support Specialist to join their Middle East team. This is a hands-on role within a recently established office, requiring a proactive and technically capable individual who can operate independently and support a fast-paced legal environment.

The successful candidate will provide high-quality 2nd line support, while also handling more complex technical issues typically associated with 3rd line support, acting as a key escalation point within the office.

Key Responsibilities:

1. Provide 2nd line technical support, troubleshooting hardware, software, network, and telecom issues, while acting as an escalation point for more complex technical problems
2. Support desktops, laptops, printers, and mobile devices (iOS/Android)
3. Manage and resolve helpdesk tickets, maintaining ownership through to resolution
4. Configure, image, and deploy new machines
5. Support Microsoft 365 applications, Citrix environments, VPN, and document management systems
6. Administer and support Cisco telephony systems (CUCM) and AV conferencing tools
7. Assist with IT projects, including upgrades, hardware rollouts, and office setups
8. Provide user training and ongoing support across IT systems
9. Maintain accurate IT inventory and documentation
10. Participate in after-hours support rotation when required
11. Travel to regional offices on an ad-hoc basis

1. Minimum 3+ years’ experience in 2nd line/desktop IT support, with exposure to more complex troubleshooting (3rd line level issues)
2. Experience working in a law firm or similar professional services environment preferred
3. Strong knowledge of Windows OS and Microsoft 365
4. Experience supporting enterprise IT environments (hardware, networks, printers, mobile devices)
5. Exposure to Citrix, VPN, and telephony systems (Cisco CUCM preferred)
6. Ability to work independently in a hands-on, growing office environment
7. Strong communication skills with the ability to support non-technical users
8. Highly organized, proactive, and able to manage multiple priorities

Salary: Competitive market salary based on experience.

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About the Company

MENA Recruit came to fruition in response to a growing need for international legal talent in London and Dubai. Its initial focus began in the Legal sector, evolving as a service provider for other sectors such as Administration, Marketing, Business Development, HR, IT, Finance and C-Suite positions.

Over the last two decades, with roots firmly planted in the Middle East and operations expanding into the APAC region, MENA Recruit has gained intuitive industry knowledge and expertise. With its unique, people-focused approach, the firm has yielded competitive advantage for its clients and rewarding careers for the professionals it has supported throughout the years.

The company is dedicated to delivering the highest quality of talent and service to its clients while working tenaciously towards helping them achieve higher retention rates. For this reason, MENA Recruit is considered by both candidates and clients as a consultant in the truest sense of the word, offering guidance to both people and organizations on how to adapt to the constant change in market conditions and how to anticipate present and future challenges.

Presently, MENA Recruit provides services to organizations and professionals in the United Arab Emirates, Saudi Arabia, Bahrain, Oman, Qatar, Kuwait, Singapore, Hong Kong, Australia, and the United Kingdom.

With such an extensive global reach, strong brand value, decades of expertise, and an innovative approach towards business challenges, it’s clear why MENA Recruit is the partner of choice for both in-house recruiters and candidates internationally.