IT Operations Officer

Role: IT Operations Officer / Engineer

Location:

Dubai

ASTRATECH is seeking a hands-on IT Operations Officer / Engineer to deliver day-to-day technical support and operational administration across our Microsoft 365, Azure and on-premises infrastructure. The role is the first line of execution for incidents, service requests, user provisioning, endpoint management and basic network operations — ensuring stable, secure and well‑monitored IT services for all employees.

• Perform daily administration of Microsoft Exchange Online — mailbox creation, distribution lists, shared mailboxes, mail‑flow rules, quarantine release and basic troubleshooting.
• Operate Microsoft Defender for Office 365 (MDO) — review alerts, release/block messages, manage anti‑phishing/anti‑malware policies under L2 guidance.
• Enroll, configure and support devices in Microsoft Intune (MDM/MAM) — compliance policies, app deployment, Autopilot, conditional enrolment.
• Administer One Drive and SharePoint — site/library provisioning, permission management, sharing controls, restore from recycle bin / version history.
• Provide hands‑on support for Microsoft Teams — teams/channels, meetings, telephony basics, calling policies, guest access.
• Use Microsoft 365 Admin Centre and Entra  (Azure AD) for user lifecycle: create/disable accounts, license assignment, group membership, MFA, SSPR, basic Conditional Access policy support.

• Manage on‑premises Active Directory — users, groups, OUs, GPOs, password resets, account lockouts.
• Support hybrid identity components (Entra  / sync issues) and escalati
• Maintain DNS records (A, CNAME, MX, TXT/SPF/DKIM/DMARC) under change control.
• Assist with MS DS / SOS and on‑prem AD housekeeping tasks (replication checks, basic health monitoring).

• First‑line support for firewalls, switches, wireless controllers/APs, NAC, VoIP and CCTV — port checks, VLAN moves, basic ACL/rule changes, AP reboots, SSID issues.
• Diagnose connectivity issues (LAN/Wi‑Fi/VPN) and escalat
• Support VoIP user provisioning, handset configuration and call‑quality troubleshooting.
• Monitor CCTV/NVR availability and storage, log faults, coordinate vendor visits.

• Own TECH EXPERT tickets end‑to‑end via the service desk — triage, acknowledge SLAs, document actions, follow up to closure.
• On‑board / off‑board employees: hardware preparation, account creation, license assignment, access provisioning, exit revocation.
• Maintain accurate asset, license and configuration records.
• Produce knowledge base articles, runbooks and end‑user guides.

• Microsoft 365:
  Exchange Online, MDO, Intune (MDM/MAM), One Drive, SharePoint, Teams, Microsoft 365 Admin Center.
• Identity:
  Entra  (Azure AD), Conditional Access (operational support), MFA, SSPR.
• On‑Prem:
  Active Directory, Group Policy, DNS, file & print services, MS DS / SOS familiarity.
• Endpoint:
  Windows 10/11 administration, basic macOS support, Autopilot, Bit Locker.
• Networking:
  Practical exposure to firewalls, switches (VLAN/trunk), wireless, NAC, VoIP and CCTV systems.
• Tooling: ITSM/ticketing tools, remote support tools, basic Power Shell scripting for routine tasks.

• Bachelor's degree or diploma in Computer Science, Information Technology, or related field.
• 2–4 years of hands‑on IT support / operations experience in a Microsoft‑centric environment.
• Preferred certifications (any): MS‑900, AZ‑900, MD‑102, MS‑102, CompTIA Network+ / Security+, CCNA (or equivalent).

• Strong customer‑service mindset and clear written/verbal communication.
• Methodical, detail‑oriented and disciplined about documentation and ticket hygiene.
• Ability to work shifts / on‑call rotation as required.
• Eagerness to learn, follow process and escalat

• Ticket SLA compliance (response & resolution).
• First Contact Resolution rate.
• End‑user satisfaction (CSAT) score.
• Accuracy of asset, license and AD/Entra records.
• Adherence to change and security procedures.