Senior Helpdesk Agent - IT Operations Engineering & Support

Job Description About Wynn Al Marjan Island: Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theatre, and a beach club. It will feature multiple swimming and wading pools, water features, a five-star spa, a salon, a shopping promenade, and a celebrations and events center. About The Position Wynn Al Marjan Island is currently seeking a Senior Helpdesk Agent to join the IT Operations Engineering & Support team. Responsibilities The primary duties and responsibilities of this role are: • Serve as the escalation point for complex technical issues unresolved by Tier 1 support • Provide advanced troubleshooting for hardware, software, and network-related problems • Monitor and manage help desk ticket queues to ensure timely resolution and SLA compliance • Document solutions and contribute to the knowledge base for recurring issues • Train, mentor, and support junior help desk agents • Collaborate with IT teams to implement system updates, patches, and improvements • Analyze support trends and recommend process improvements • Ensure compliance with IT policies, procedures, and security standards About You The ideal candidate for this position will have the following experience and qualifications: • Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience) • 3–5 years of experience in IT support or help desk roles • Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, and remote support tools • Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow) • Excellent problem-solving, communication, and interpersonal skills • Ability to manage multiple priorities in a fast-paced environment • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus About Wynn Al Marjan Island’s Benefits We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and as well as incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry. Show more Show less

Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience); 3–5 years of experience in IT support or help desk roles; Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow); strong problem-solving, communication, and interpersonal skills; ability to manage multiple priorities in a fast-paced environment. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus.

Serve as the escalation point for complex technical issues unresolved by Tier 1 support; Provide advanced troubleshooting for hardware, software, and network-related problems; Monitor and manage help desk ticket queues to ensure timely resolution and SLA compliance; Document solutions and contribute to the knowledge base for recurring issues; Train, mentor, and support junior help desk agents; Collaborate with IT teams to implement system updates, patches, and improvements; Analyze support trends and recommend process improvements; Ensure compliance with IT policies, procedures, and security standards.