Help Desk Associate

Company Description Mindfire Technologies LLC partners with leading technology companies across the Middle East and Africa, specializing in innovative cloud, data intelligence, and cybersecurity solutions. The company helps cutting-edge technologies scale successfully in the region through global-standard managed security services delivered by local expert teams. Mindfire operates state-of-the-art Cyber Defense Centers in Dubai, Abu Dhabi, and Riyadh, providing comprehensive, real-time defense against evolving cyber risks. Its solutions integrate top global platforms, advanced threat intelligence, vulnerability and exposure management, and AI-driven threat hunting. A network of regional offices and strategic partnerships supports strong client relationships, operational excellence, and effective routes to market.

Role Description This is a full-time, on-site Help Desk Associate role based in Dubai. The Help Desk Associate will provide first-line technical and customer support for internal teams and external clients, addressing inquiries and incidents related to systems, applications, and security solutions. Responsibilities include receiving and logging support tickets, diagnosing and troubleshooting technical issues, and escalating complex problems to higher-level support when necessary. The role involves guiding users through step-by-step solutions, documenting resolutions, and maintaining accurate records in support systems. The Help Desk Associate will collaborate with technical teams, follow established service-level agreements, and contribute to continuous improvement of support processes and knowledge bases.

Qualifications

• Strong Help Desk Support and Technical Support skills to handle user inquiries and system-related issues effectively.
• Customer Support and Communication skills to interact professionally with clients and internal stakeholders, both verbally and in writing.
• Proficient Troubleshooting abilities to diagnose, analyze, and resolve technical problems in a structured and timely manner.
• Familiarity with ticketing and incident management tools, and basic understanding of networking, operating systems, and common enterprise applications.
• Ability to follow documented procedures, prioritize tasks, and work in a fast-paced, service-oriented environment.
• Relevant technical certification or diploma (e.g., IT support, networking, or related field) is preferred.
• Experience in cybersecurity or managed services environments is an advantage, especially within the Middle East and Africa region.

Note: Due to visa availability, we are currently prioritizing candidates of Philippine, Sri Lankan, or Nepalese nationalities.