IT Support Engineer

SSY is the world’s largest independent shipping broker. We are objective and autonomous, with the scale and coverage to service the most demanding clients and volatile markets across the globe. As a privately owned partnership, we are focused entirely on the needs of our clients and are agile and impartial in the way we do business. SSY operates from 27 offices across the globe and employs over 650 people, covering all the major shipping and commodity locations, and providing a round-the-clock service. We are now looking for a IT Support Engineer to join our Technology team in Dubai. This role suits someone with at least two years’ experience in IT support or infrastructure roles. Who we’re looking for… We’re looking for an experienced IT support engineer to be SSY’s technical presence in our Dubai office. As the only member of the IT team on site, you’ll be trusted to own local issues from first diagnosis through to resolution, make sound decisions on your own, and keep the wider global team informed. This is a role for someone who has done it before: you’ll be comfortable working without someone looking over your shoulder, and confident enough to know when, and how, to escalate. Alongside strong all-round support skills, you’ll bring hands-on experience of Microsoft Azure, in particular managing and troubleshooting Azure Virtual Desktop, and of maintaining the specialist hardware that keeps a trading floor running, including trader voice systems such as Symphony Cloud9 and the firmware updates that go with them. Technical depth matters, but so does fit. The right attitude, a willingness to keep learning, and a genuine passion for what you do are just as important to us. You’ll thrive in a team environment while being resourceful and self-sufficient, with strong problem-solving abilities, an exceptional eye for detail and the drive to succeed. In our fast-paced environment you’ll need to adapt quickly and tackle a diverse range of IT challenges. If you value teamwork, aren’t afraid to roll up your sleeves, and want to make a real impact, this role could be the perfect fit for you. Where you’ll be based… This full-time position is based at SSY’s Dubai office, with a competitive salary and a six-month probationary period. Periodic travel may be required. Candidates must have the right to work in the UAE and be able to spend extended time in the London office learning our systems and processes. What you’ll do… Local ownership and support • Act as SSY’s on-site IT lead in Dubai and the primary local point of contact for the London IT management team, owning incidents, requests and small projects end to end and providing regular, clear status updates. • Work independently and make sound technical decisions on site, escalating to the global team in a timely and well-documented way when needed. • Accurately log, categorise and prioritise IT helpdesk tickets in our ITSM platform, capturing the detail needed for timely resolution and accurate reporting. • Provide deskside support to the Dubai office, including troubleshooting, user guidance, account and password issues, and support for senior and front-office staff in a time-critical trading environment. • Provide remote support to users across our European, US and Singapore offices. Azure and end-user computing • Support, monitor and troubleshoot our Azure Virtual Desktop environment, including session host health, host pools, application groups, scaling, and user sign-in and session issues. • Diagnose and resolve FSLogix profile container issues (profile locks, corruption, slow logons) and related Azure Files storage, permissions and authentication problems. • Troubleshoot AVD connectivity and performance across the client, local network and Azure layers, using tools such as Azure Monitor, Log Analytics and AVD Insights. • Administer and support Intune-managed Windows devices, including enrolment, compliance and configuration policies, application deployment and update management. • Support Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive, together with Entra ID user, group and MFA administration. Devices, firmware and trading floor technology • Support trader voice equipment, including Symphony Cloud9 hubs, working with users and the vendor to keep the trading floor running with minimal disruption. • Plan, test and carry out firmware updates on local devices such as trader voice hubs, docking stations, network equipment and meeting room AV, keeping firmware versions consistent, scheduling work outside trading hours and having a rollback plan in place. • Raise and manage vendor support cases through to resolution, providing clear logs, version details and reproduction steps. • Provide first-line support for the local network and connectivity, including Wi-Fi, switches, printers and liaison with the local internet service provider. • Maintain IT and AV equipment in conference rooms and shared office spaces and assist with setting up meetings. Security, assets and continuous improvement • Implement and maintain security best practices and compliance requirements locally, supporting the company’s information security and certification programmes. • Manage the local IT asset inventory, procurement and device lifecycle, from build and deployment through to recovery and secure disposal. • Write and maintain clear documentation and knowledge articles so that local knowledge is shared with the global team. • Collaborate with teams across our offices in Europe, Singapore and the USA to deliver IT services, project rollouts and support, fostering a cohesive working environment. • Contribute to the continuous improvement of IT operations and user satisfaction. • Undertake any other duties as reasonably requested. What you’ll bring... Essential • 2+ years’ experience in IT support or infrastructure roles, including time as a sole or lead on-site engineer, ideally in financial services, trading or another fast-paced, time-critical environment. • Proven hands-on experience supporting and troubleshooting Azure Virtual Desktop in a production environment, including FSLogix profile management. • Working knowledge of Microsoft Azure, including the portal, virtual machines, storage accounts, core networking (VNets, NSGs) and role-based access control. • Experience planning and performing firmware updates on specialist hardware, ideally trader voice systems such as Symphony Cloud9 or similar. • Strong knowledge of Windows 10/11 and device management with Microsoft Intune. • Microsoft 365 administration experience, including Exchange Online, Teams, SharePoint, OneDrive and Entra ID. • Sound understanding of networking fundamentals, including DNS, DHCP, VPN and Wi-Fi.

Essential\n2+ years’ experience in IT support or infrastructure roles, including time as a sole or lead on-site engineer, ideally in financial services, trading or another fast-paced, time-critical environment.\nProven hands-on experience supporting and troubleshooting Azure Virtual Desktop in a production environment, including FSLogix profile management.\nWorking knowledge of Microsoft Azure, including the portal, virtual machines, storage accounts, core networking (VNets, NSGs) and role-based access control.\nExperience planning and performing firmware updates on specialist hardware, ideally trader voice systems such as Symphony Cloud9 or similar.\nStrong knowledge of Windows 10/11 and device management with Microsoft Intune.\nMicrosoft 365 administration experience, including Exchange Online, Teams, SharePoint, OneDrive and Entra ID.\nSound understanding of networking fundamentals, including DNS, DHCP, VPN and Wi-Fi.

Local ownership and support: Act as SSY’s on-site IT lead in Dubai and the primary local point of contact for the London IT management team, owning incidents, requests and small projects end to end and providing regular, clear status updates. Work independently and make sound technical decisions on site, escalating to the global team in a timely and well-documented way when needed. Accurately log, categorise and prioritise IT helpdesk tickets in our ITSM platform, capturing the detail needed for timely resolution and accurate reporting. Provide deskside support to the Dubai office, including troubleshooting, user guidance, account and password issues, and support for senior and front-office staff in a time-critical trading environment. Provide remote support to users across our European, US and Singapore offices. Azure and end-user computing: Support, monitor and troubleshoot our Azure Virtual Desktop environment, including session host health, host pools, application groups, scaling, and user sign-in and session issues. Diagnose and resolve FSLogix profile container issues (profile locks, corruption, slow logons) and related Azure Files storage, permissions and authentication problems. Troubleshoot AVD connectivity and performance across the client, local network and Azure layers, using tools such as Azure Monitor, Log Analytics and AVD Insights. Administer and support Intune-managed Windows devices, including enrolment, compliance and configuration policies, application deployment and update management. Support Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive, together with Entra ID user, group and MFA administration. Devices, firmware and trading floor technology: Support trader voice equipment, including Symphony Cloud9 hubs, working with users and the vendor to keep the trading floor running with minimal disruption. Plan, test and carry out firmware updates on local devices such as trader voice hubs, docking stations, network equipment and meeting room AV, keeping firmware versions consistent, scheduling work outside trading hours and having a rollback plan in place. Raise and manage vendor support cases through to resolution, providing clear logs, version details and reproduction steps. Provide first-line support for the local network and connectivity, including Wi-Fi, switches, printers and liaison with the local internet service provider. Maintain IT and AV equipment in conference rooms and shared office spaces and assist with setting up meetings. Security, assets and continuous improvement: Implement and maintain security best practices and compliance requirements locally, supporting the company’s information security and certification programmes. Manage the local IT asset inventory, procurement and device lifecycle, from build and deployment through to recovery and secure disposal. Write and maintain clear documentation and knowledge articles so that local knowledge is shared with the global team. Collaborate with teams across our offices in Europe, Singapore and the USA to deliver IT services, project rollouts and support, fostering a cohesive working environment. Contribute to the continuous improvement of IT operations and user satisfaction. Undertake any other duties as reasonably requested.