Senior Helpdesk Agent - IT Operations Engineering & Support

About Wynn Al Marjan Island

Wynn Al Marjan Island is set to become the UAE's first integrated resort, scheduled to launch in 2027. Located 50 miles from Dubai International Airport in Ras Al Khaimah, this expansive resort will feature 1,530 rooms and suites, 22 dining venues including restaurants, lounges, and bars, alongside a theatre and a beach club. Guests will also enjoy numerous swimming and wading pools, water attractions, a luxury spa and salon, a shopping promenade, and a dedicated celebrations and events center.

Position Overview

The Senior Helpdesk Agent will be a key member of the IT Operations Engineering & Support team at Wynn Al Marjan Island, primarily focusing on providing expert technical assistance and support.

Key Responsibilities

• Act as the escalation point for difficult technical problems beyond Tier 1 resolution.
• Deliver sophisticated troubleshooting services for hardware, software, and networking issues.
• Supervise help desk ticket workflows to uphold timely resolutions and meet SLA targets.
• Document resolutions thoroughly and contribute to a collective knowledge base for frequent challenges.
• Provide guidance, training, and mentorship to junior helpdesk staff.
• Work alongside IT teams to roll out system upgrades, patches, and efficiency improvements.
• Evaluate support trends and suggest enhancements to existing processes.
• Ensure adherence to established IT policies, procedures, and security protocols.

Candidate Profile

• Possesses an associate or bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.
• Holds between 3 to 5 years of experience supporting IT or helpdesk functions.
• Demonstrates strong expertise with Windows and macOS, Microsoft 365, Active Directory, and remote support solutions.
• Knowledgeable about ITIL frameworks and proficient with ticket management systems such as ServiceNow.
• Exhibits excellent analytical, communicative, and interpersonal skills.
• Capable of managing various tasks effectively in a dynamic, fast-moving environment.
• Relevant certifications like CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator are advantageous.

Compensation and Benefits

The role offers a competitive salary disbursed in UAE Dirhams (AED). Employees benefit from a comprehensive leave plan, a medical insurance package, incentive programs, and additional perks. Together, these form an appealing employment package within one of the world's most prestigious hospitality brands, Wynn Resorts.