About us:
As a comprehensive solutions provider, Lunar Rails specializes in a diverse range of areas relating to digital assets. Our team of seasoned experts seamlessly navigates the ever-evolving digital landscape to deliver cutting-edge solutions that drive success and offer professional services to businesses located globally.
About the role:
This role provides 1st and 2nd-line IT support and administration, enabling business continuity and smooth daily operations. The role owns issues end-to-end from diagnosis to resolution, ensures users have access to systems, hardware, and software, and escalates only where specialist input is required.
Please complete a brief online assessment, which will help us gain a better understanding of your working style and strengths in a practical context. Kindly note that completing the assessment is required to be considered for this opportunity.
https://app.testgorilla.com/s/5rcrdlq0
Responsibilities:
User & System Support
- Act as the go-to resource for Mac OS X, SaaS applications, and widely used tools such as Google Workspace, Claude, Notion, and Slack.
- Provide 1st and 2nd-line IT support to all staff on-site and remotely where required.
- Configure, install, and maintain workstations, printers, phones, and other office hardware.
- Manage user setup, roles, permissions, and routine access requests.
- Provide technical guidance and training to staff across multiple time zones.
- Keep documentation of systems, issues, and resolutions.
Operational Administration
- Deploy and maintain software across the macOS fleet using company-managed MDM.
- Maintain patching and updates for operating systems and software in line with security and performance standards.
- Administer local office networks, VPN endpoints, and connectivity infrastructure.
- Diagnose and resolve hardware and network issues across the office environment.
- Identify and act on opportunities to automate repetitive work and improve operational efficiency across organization workflows.
Process Compliance & Continuous Improvement
- Follow defined IT procedures, escalating complex issues to the IT Specialist.
- Implement frameworks, rules, and procedures as required (e.g., ISO guidelines).
- Work with internal teams to improve workflow accuracy, efficiency, and adherence to IT policies.
Qualifications & Experience
- Minimum 3 years of experience in an IT support or systems administration role, including 2nd-line responsibility.
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- Hands-on IT support experience in a Mac OS and SaaS environment.
- Hands-on experience administering devices through an MDM platform (Jamf, Intune, Workspace ONE, or similar).
- Strong working proficiency with AI tools, with the initiative to apply LLM-assisted workflows to support, documentation, and day-to-day improvements.
- Familiarity with Google Workspace administration and collaboration tools.
- Ability to diagnose and resolve network issues (DNS, VPN, Wi-Fi, LAN).
- Confident with hardware setup, maintenance, and troubleshooting across workstations and office equipment.
- Strong troubleshooting, problem-solving, and communication skills.
- Prior knowledge of crypto currency and blockchains.
- Ability to operate independently and escalate appropriately for security, automation, or governance matters.
Benefits & Perks
- Flexible working hours with hybrid WFH
- Comprehensive compensation packages
- A brand-new modern office near Dubai Marina
- Monthly team lunches, and a very healthy team events budget
