Job Overview:
- Family Office Technology Support is responsible for delivering a premium, highly responsive, and discreet IT support service to the family members. The role ensures a seamless and uninterrupted technology experience across all assigned endpoints, peripherals, communication tools, and business applications.
- This position requires a trusted IT professional who can operate effectively in high-profile and highly confidential environments, providing white-glove support with exceptional professionalism, sound judgment, and absolute discretion.
- Confidentiality, trust, and service excellence are fundamental to this role and must be upheld at all times.
Key Duties and Responsibilities:
Family Office Technology Support
- Deliver high-touch, white-glove IT support to the stakeholders.
- Provide prompt, courteous, and professional support for laptops, desktops, mobile devices, tablets, printers, and other peripherals used by family.
- Respond to support requests received through phone, email, messaging platforms, or in person with urgency and discretion.
- Investigate, diagnose, and resolve hardware, software, operating system, email, application, connectivity, and peripheral issues with minimal disruption to users.
- Support the setup, configuration, and optimization of endpoint devices, communication tools, collaboration platforms, and business applications.
- Provide one-to-one assistance and user guidance to ensure the effective, secure, and convenient use of technology services.
Confidentiality and Discretion
- Maintain the highest standards of confidentiality, discretion, and professionalism in all aspects of the role.
- Safeguard all sensitive business, personal, and executive information encountered during support activities.
- Exercise sound judgment when supporting stakeholders in executive, private, or sensitive environments.
- Ensure all incidents, requests, and service records relating to stakeholders are documented and handled securely, with access limited strictly on a need-to-know basis.
- Coordinate discreetly with internal IT teams and third-party vendors while ensuring that confidential information is protected at all times.
- Demonstrate tact, maturity, and trustworthiness in all interactions involving the stakeholders.
Proactive Endpoint and Printer Management
- Proactively manage executive and family endpoints to maintain performance, reliability, and availability.
- Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, software, and network-connected peripheral devices.
- Ensure all printers supporting executive offices are fully operational at the start of each shift or working day.
- Monitor and maintain the availability of printer consumables, including paper, toner, and ink, to ensure uninterrupted service.
- Conduct regular preventive maintenance and health checks for devices and peripherals used by the family.
- Ensure all assigned technology assets are secure, updated, properly configured, and aligned with approved IT standards, IT Governance and Audit Compliance
- Adhere to all IT Policies and Processes
Incident, Request, and Problem Management
- Take full ownership of all user issues from initial request through to closure, ensuring proactive follow-up and timely resolution.
- Record, track, update, and monitor incidents and service requests through the helpdesk or service management platform.
- Prioritize family-related issues appropriately and ensure they are resolved within agreed service levels and business expectations.
- Escalate complex or high-impact issues to the division head, infrastructure teams, or external vendors while retaining ownership and visibility through to resolution.
- Maintain accurate logs of hardware, software, and service-related incidents, including troubleshooting actions and final outcomes.
- Identify recurring issues, contribute to root cause analysis, and recommend long-term corrective or preventive actions to reduce ticket volumes.
Customer Experience and Service Excellence
- Deliver an exceptional customer experience through responsiveness, professionalism, discretion, and technical competence.
- Build trusted relationships with family by providing calm, courteous, and reliable support.
- Communicate effectively with users in person, by telephone, and in writing, providing clear guidance and reassurance.
- Prepare simple, effective support materials and user instructions where required.
- Provide end-user orientation, advice, or training to support effective and secure use of IT equipment and services.
- Anticipate family requirements and provide proactive support to enhance satisfaction and service continuity
IT Governance, Audit, and Security Compliance
- Adhere to all IT policies, standards, procedures, and security requirements.
- Ensure all support activities are conducted in line with internal governance controls, audit requirements, and data protection standards.
- Promote secure use of devices, systems, and applications by stakeholders users through guidance and adherence to approved practices.
- Identify and promptly report any risks, control weaknesses, security incidents, or compliance concerns affecting stakeholders technology environments.
- Support audit readiness by ensuring records, asset registers, and support documentation are complete, accurate, and properly maintained.
Continuous Improvement
- Review daily support activities and ticket trends to identify areas for improvement and incident reduction.
- Recommend and implement service enhancements to improve support quality, efficiency, and the stakeholders experience.
- Contribute to the development and refinement of support procedures, knowledge articles, and executive support standards.
Stay current with relevant technologies, tools, and best practices to enhance support capabilities and service delivery.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
- Relevant technical certifications such as ITIL, Microsoft, CompTIA, Apple, or equivalent are preferred.
- Additional certifications in endpoint management, customer service, or information security are an advantage.
- Minimum of 5-8 years of experience in IT support, end-user computing, or service desk operations.
- Minimum 2-3 years of VIP or Family support experience.
- Strong command of Arabic, including speaking, reading, and writing; possession of a valid driver's license is mandatory
- Proven experience providing executive or VIP support to senior leadership, board members, family offices, or high-profile stakeholders.
- Experience supporting a broad range of endpoint devices, peripherals, printers, collaboration tools, and business applications.
- Strong experience in incident management, service request fulfillment, and escalation coordination.
- Experience working in highly confidential environments with exposure to sensitive business and personal information is strongly preferred.
