Overview
M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.
Since its inception in 2010, National Reference Laboratory (NRL) has expanded from a single standalone reference laboratory to a network of 12 state-of-the-art facilities across the United Arab Emirates. NRL provides world-class diagnostic services to the M42 network and partners with more than 250 clients from a wide range of market segments, including private and government hospitals, medical centers and clinics, corporate organizations, and other reference laboratories.
This role sits within the IT Operations function and is responsible for delivering onsite technical support across M42 facilities. The position ensures smooth day-to-day operation of end-user technology, including desktops, laptops, printers, telephony, network connectivity, and business applications. This role acts as a key point of contact for users, providing timely issue resolution, system setup, maintenance, and escalation support while maintaining high service standards in a fast-paced healthcare environment.
Responsibilities
- Provide onsite technical support across multiple M42 locations for end-user devices and IT systems.
- Diagnose and resolve hardware, software, network, and peripheral issues including printers, scanners, telephones, and mobile devices.
- Install, configure, test, and maintain desktops, laptops, workstations, and related software.
- Support Microsoft 365, Outlook, Active Directory, Windows OS, Mac OS, and Citrix environments.
- Log, track, and resolve incidents and service requests through IT ticketing systems such as ServiceNow, JIRA, or ManageEngine.
- Maintain accurate asset inventory records, stockroom management, and service documentation.
- Collaborate with L2/L3 teams, vendors, and project teams to escalate and resolve complex issues.
- Ensure compliance with IT security policies, SLA requirements, and operational standards
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or equivalent qualification.
- Minimum 3-5 years of hands-on IT support / field support experience in a complex environment.
- Strong troubleshooting experience with Windows OS, Mac OS, Microsoft 365, Outlook, and Active Directory.
- Experience with ITSM / ticketing tools such as ServiceNow, JIRA, or ManageEngine.
- Good knowledge of networking fundamentals, Wi-Fi setup, structured cabling, and hardware support.
