Welcome to MultiBank Group, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.
Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 17+ financial regulators across 5 continents, and recipient of over 70 financial awards, MultiBank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.
Role Overview
We are seeking an experienced Senior IT Support Engineer to ensure the smooth operation of MultiBank Group's IT systems across global offices. The role is responsible for providing Level 1 and Level 2 technical support, resolving hardware and software issues, managing IT infrastructure components, and delivering high-quality assistance to employees. You will support daily IT operations, contribute to IT projects, and uphold our internal security and technology standards.
Key Responsibilities
- Serve as the 1st and 2nd line of technical support, assisting local and global users with hardware, software, and network issues.
- Install, configure, and troubleshoot computers, peripherals, printers, and other IT equipment.
- Set up and configure new IT equipment, supporting employee onboarding and offboarding processes.
- Manage Office 365 / Microsoft 365 accounts, including user creation or disabling, distribution lists, shared mailboxes, and security groups.
- Handle daily IT support tickets through JIRA ITSM, ensuring timely and accurate resolutions.
- Troubleshoot basic network issues, including TCP/IP, DNS/DHCP, connectivity failures, VLAN access, and Wi-Fi problems.
- Support Entra ID and Intune tasks, including device enrollments and access modifications.
- Participate in IT projects such as device rollouts, system upgrades, and network improvements.
- Maintain and update IT inventory in coordination with the Admin team.
- Prepare purchase requests for hardware, software, and other technical resources.
- Provide user guidance on IT best practices, tools, and security awareness.
- Collaborate with IT leadership to implement and improve IT policies, processes, and standards.
- Participate in scheduled on-call rotations to support after-hours incidents and critical issues.
Qualifications & Skills
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT Support or Support Engineering within a corporate environment.
- Proven experience delivering L1 and L2 support across multiple user groups.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, switching basics).
- Solid knowledge of Windows, macOS, Office 365, Active Directory/Entra ID, and core IT concepts.
- Experience using IT ticketing systems and familiarity with ITIL workflows.
- Awareness of cybersecurity best practices and secure user management.
- Excellent communication and interpersonal skills for supporting users at all levels.
- Strong problem-solving abilities, attention to detail, and the capacity to multitask in a fast-paced environment.
- Ability to work independently and collaboratively, delivering reliable and high-quality support.
Additional Skills (Preferred)
- Experience working within ITSM frameworks and SLAs.
- Practical knowledge of ITIL practices and incident management.
- Hands-on experience with Jira or other ITSM platforms.
- Experience using remote support tools.
- Understanding of patch management and update workflows
Why Join Us
- Work with an industry-leading global financial institution.
- Competitive salary and comprehensive employee benefits.
- Opportunities for professional growth and career advancement.
- Collaborative, inclusive, and dynamic work environment.
- Commitment to innovation and professional excellence.
Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance.
