IT Onsite Support Technician

Responsibilities

WHO WE ARE:

AVI-SPL is a digital enablement solutions provider transforming how people and technology connect to elevate experiences, create new value, and enable organisations to thrive and grow. We are the largest provider of collaboration technology solutions, including our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe success starts with a strong team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO:

As an On-Site IT Support Technician, you will provide hands-on 1st and 2nd line IT support within a modern corporate workplace, with a strong focus on Microsoft Intune, endpoint management, device deployment, Microsoft 365 and end-user support.

A key part of the role will be supporting the full device lifecycle, including Windows device enrolment, Intune registration, Company Portal configuration, application deployment, compliance troubleshooting, device builds and user onboarding.

Alongside your core IT responsibilities, you will provide support for professional AV and collaboration technologies across meeting rooms, boardrooms and shared spaces, including Microsoft Teams Rooms, Crestron, Biamp, Cisco and Poly systems.

The position is highly user-facing and requires someone with previous experience supporting users within a professional corporate environment. Experience within a law firm or legal services environment is highly desirable.

KEY RESPONSIBILITIES

IT Support - 1st & 2nd Line

• Provide hands-on 1st and 2nd line IT support to users within a professional corporate environment.

• Troubleshoot Windows 10/11 laptops, desktops, peripherals, mobile devices and meeting room PCs.

• Diagnose and resolve hardware, software, network connectivity and user-profile issues.

• Support new starters, leavers, device replacements and equipment refresh activities.

• Prepare and configure laptops and other endpoint devices for users.

• Support Active Directory and Entra ID-related user and device issues within agreed permissions.

• Troubleshoot authentication, password, MFA and access-related issues.

• Manage incidents and service requests through the client's service desk platform, ensuring accurate documentation and timely resolution.

• Provide desk-side, remote and walk-up support while maintaining a high level of customer service.

Microsoft Intune / Endpoint Management

A strong practical understanding of Microsoft Intune and endpoint management is essential for this role.

Responsibilities include:

• Enrol and re-enrol Windows devices into Microsoft Intune / Endpoint Manager.

• Configure and troubleshoot devices during initial deployment and user onboarding.

• Register devices and verify successful communication with Intune.

• Configure and troubleshoot Microsoft Company Portal.

• Support users with Company Portal registration and device setup.

• Deploy and install approved applications through Company Portal.

• Troubleshoot applications that fail to download, install or update through Company Portal.

• Check application deployment status and identify failed or pending installations.

• Initiate device sync and policy refreshes and verify successful policy application.

• Troubleshoot device compliance issues and identify why endpoints are reporting as non-compliant.

• Verify configuration profiles, security policies and application deployment status.

• Support device rebuilds, resets, re-enrolments and replacement-device migrations.

• Troubleshoot Conditional Access issues relating to device compliance and user access.

• Escalate advanced Intune policy, configuration or backend issues to the appropriate client IT team or managed service provider.

Microsoft 365 & User Support

Provide support across the Microsoft 365 environment, including:

• Microsoft Outlook

• Microsoft Teams

• OneDrive

• SharePoint

• Microsoft Office applications

• Exchange-related user issues

• Microsoft Entra ID / authentication

Support user onboarding and offboarding in accordance with client processes, including account access, device setup, Microsoft 365 configuration and application availability.

AV & Meeting Room Technology

Provide day-to-day support for professional AV and collaboration systems across meeting rooms, boardrooms and shared spaces.

Technologies include:

• Microsoft Teams Rooms (MTR)

• Crestron DM-NVX AV-over-IP

• Crestron 4-Series control processors and touch panels

• Biamp Tesira DSP platforms

• Cisco Room Kit Pro

• Poly Studio X70 / X52

• Poly TC10 touch controllers

• Sennheiser TeamConnect Ceiling microphones

• Shure Microflex Wireless and ULX-D

• Dante audio networking

• PTZ cameras, displays, amplifiers, speakers and associated meeting-room peripherals

Responsibilities include supporting users with meeting setup, content sharing and conferencing; troubleshooting audio, video, camera, microphone and control-system issues; performing routine system health checks; and providing hands-on assistance during important meetings and events.

The technician will diagnose issues at first line and escalate complex AV programming, DSP or infrastructure faults where required.

CLIENT INTERACTION & CORPORATE ENVIRONMENT

• Deliver a professional, responsive and discreet support service appropriate for a corporate workplace.

• Previous experience supporting users within a corporate or professional services environment is essential.

• Experience within a law firm or legal services organisation is highly desirable.

• Confident supporting senior stakeholders, executives and other high-profile users.

• Maintain professionalism and composure when resolving urgent issues during meetings or business-critical activities.

• Work closely with client IT, facilities and workplace teams.

• Communicate clearly with users throughout incidents and service requests.

• Follow established incident, escalation, security and change-management procedures.

DOCUMENTATION & REPORTING

• Maintain accurate records of IT and AV incidents, service requests, actions and resolutions.

• Document device deployments, rebuilds and endpoint-related activities.

• Update knowledge-base articles and user support documentation.

• Identify recurring issues and recommend opportunities to improve the user experience.

• Maintain accurate asset and device information where required.

WHAT WE’RE LOOKING FOR

Candidates should demonstrate practical experience with:

• Microsoft Intune / Endpoint Manager

• Windows device enrolment and deployment

• Microsoft Company Portal

• Application deployment through Company Portal

• Device compliance and configuration profiles

• Windows 10/11 endpoint troubleshooting

• Microsoft 365

• Microsoft Teams

• Outlook

• OneDrive and SharePoint

• Active Directory / Entra ID

• MFA and authentication troubleshooting

• Laptop builds, rebuilds and device migrations

• Hardware and peripheral troubleshooting

• Service desk / ticketing platforms

• Basic TCP/IP, DNS, DHCP, LAN and Wi-Fi troubleshooting

Candidates should also have experience supporting or troubleshooting workplace AV technologies, ideally including Microsoft Teams Rooms, Crestron, Biamp, Cisco, Poly and Dante.

EXPERIENCE

• 3-5 years' experience in IT support, desktop support, service desk or blended IT/AV workplace technology roles.

• Strong hands-on 1st and 2nd line IT support experience.

• Practical experience supporting Microsoft Intune-managed Windows endpoints.

• Demonstrable experience with device enrolment, Company Portal configuration and application deployment.

• Experience supporting Microsoft 365 environments.

• Experience providing desk-side support in a corporate or professional services environment is essential.

• Previous law firm/legal-sector IT support experience is highly desirable.

• Experience supporting meeting rooms, Microsoft Teams Rooms and corporate AV systems.

• Comfortable supporting senior and executive-level users.

• Able to work effectively under pressure during business-critical incidents, meetings and events.

QUALIFICATIONS & MANDATORY REQUIREMENTS

• Diploma or degree in IT, Information Technology, Computer Science, AV Technology, Electronics or a related field preferred.

• Microsoft qualifications relating to Microsoft 365, Intune or Endpoint Management are advantageous.

• Manufacturer/platform training in Crestron, Biamp, Dante, Cisco or Poly is advantageous.

• Valid UAE Driver's Licence - Required.

PERSONAL ATTRIBUTES

• Strong troubleshooting and problem-solving ability.

• Professional and confident in a corporate environment.

• Excellent communication and customer-service skills.

• Calm and solutions-oriented when dealing with urgent issues.

• Comfortable interacting directly with senior stakeholders.

• Able to work independently while collaborating effectively with wider IT, AV and facilities teams.

• Strong attention to detail and ability to follow established IT processes and security requirements.

WHY YOU’LL LIKE WORKING HERE

• Medical benefits, including dental.

• Paid holidays, sick leave and personal days.

• Ongoing access to technical training and manufacturer certifications.

• Inclusive and dynamic company culture.