Information Technology Support Engineer

Freedom Broker Global Markets is a subsidiary of Freedom Holding Corp. (FRHC), a NASDAQ-

listed diversified financial services group.

The company operates under a financial services permission granted by the Financial Services

Regulatory Authority (FSRA) of Abu Dhabi Global Market (ADGM), specialising in brokerage

and investment services.

We are seeking a skilled, service-oriented and proactive System-Technical Support Engineer / I.T. Officer to provide L2/L3 and system-technical support to employees in our Abu Dhabi office. The role is responsible for maintaining a reliable end-user IT environment, resolving day-to-day hardware, software, operating system, connectivity and peripheral issues, and ensuring user requests are managed professionally from initial contact through to resolution or escalation.

The successful candidate will combine strong hands‑on technical capability with excellent communication skills and a customer-focused approach, including responsive support to senior and VIP employee.

• Receive, prioritise and manage user incidents and service requests via Service Desk, email, phone or in person, keeping accurate records in line with internal procedures.
• Perform diagnostics and troubleshooting to resolve hardware, software, operating system, connectivity and access issues.
• Provide end-user support for Windows 10/11, macOS and corporate mobile devices (iOS/Android), including configuration, software installation, updates and user profiles.
• Install, configure and support Microsoft Office/Microsoft 365 and other approved business applications.
• Diagnose and resolve workstation and hardware issues, replace standard components, set up or relocate workstations, and coordinate repairs with authorised service centres.
• Configure and support office peripherals and meeting-room technology, including printers, video conferencing equipment and IP phones.
• Troubleshoot LAN/Wi-Fi connectivity, VPN clients (Forti Client, Cisco Any Connect, OpenVPN) and VMware Horizon virtual desktop access.
• Use system and application logs to investigate incidents and identify root causes. When specialist help is needed,
  ** escalate
  * * to the appropriate IT teams and keep ownership of the request through to resolution.
• Provide professional, discreet and responsive support to VIP and senior employees, prioritising business-critical issues.
• Maintain user guides and knowledge-base articles, follow internal IT and information security procedures, and propose improvements to support processes.

• Strong hands‑on experience administering and troubleshooting Windows 10/11 and macOS at support engineer level.
• Understanding of user account management, access rights, permissions and security policies.
• Working knowledge of networking (LAN/Wi-Fi, TCP/IP, DNS, DHCP) and the ability to diagnose connectivity issues using standard tools (ping, tracert, ipconfig, nslookup, etc.).
• Experience installing, configuring and troubleshooting Microsoft Office/Microsoft 365 and other corporate applications.
• Practical experience with basic hardware diagnostics, component replacement and workstation setup.
• Experience supporting office and meeting-room technology, including multifunction printers, video conferencing systems and IP phones.
• Experience configuring remote-access VPN clients (Forti Client, Cisco Any Connect, OpenVPN) and supporting VMware Horizon or similar virtual desktop technologies.
• Ability to use system logs and error codes (Windows Event Viewer, macOS Console) to diagnose issues and to judge when to elevate to specialist IT teams.
• Experience with an IT ticketing platform (Manage Engine Service Desk Plus, Service Now, Jira Service Management or similar) and with creating clear technical documentation.
• Excellent communication and customer-service skills, with the ability to support senior and VIP users professionally and discreetly.
• Russian and English languages are required.

• Be part of a growing, international financial services group.
• Work in a dynamic environment with exposure to senior stakeholders and business-critical technology.
• Join an expanding international company with opportunities to broaden technical experience and contribute to developing IT support processes.