VHR is supporting a growing aerospace organisation in the UAE with the recruitment of an experienced IT Site Support Lead (Level 2).

This is a hands-on IT support position responsible for delivering day-to-day technical assistance across a busy production and office environment.

The successful candidate will provide Level 2 technical support, troubleshoot complex IT issues, manage escalations and ensure employees have reliable access to the systems, infrastructure and technology required to support business operations.

Working closely with regional and global IT teams, the role will act as the key on-site IT contact, coordinating support activities and ensuring IT services are delivered efficiently.

IT Support & Service Delivery

• Provide Level 2 technical support to site employees across hardware, software and IT infrastructure.

• Investigate, diagnose and resolve escalated technical issues.

• Troubleshoot desktop, laptop, network connectivity, Microsoft applications and user access issues.

• Manage incidents and service requests through the IT service management system.

• Escalate complex issues to specialist infrastructure, cybersecurity or application teams where required.

• Support user onboarding, account configuration and equipment deployment.

• Ensure timely resolution of technical issues to minimise disruption to production and business operations.

IT Infrastructure & Site Support

• Provide hands-on support for local IT infrastructure, including workstations, printers, peripherals and network connectivity.

• Support the installation, configuration and maintenance of IT equipment.

• Assist with IT hardware rollouts, upgrades and technology implementations.

• Monitor recurring technical issues and identify opportunities to improve service delivery.

• Maintain accurate records of IT assets, equipment and support activities.

Coordination & Stakeholder Management

• Act as the primary on-site IT contact for employees and local management.

• Coordinate with regional and global IT teams to resolve technical issues.

• Work with external IT service providers and vendors where necessary.

• Provide updates on outstanding incidents, recurring problems and service performance.

• Support the implementation of corporate IT policies, procedures and security standards.

IT Administration & Compliance

• Maintain IT documentation, asset registers and service records.

• Support IT audits and internal compliance requirements.

• Ensure adherence to cybersecurity policies and access management procedures.

• Assist with local IT administration and operational reporting.

• Approximately 5–10 years' experience in IT support, service desk or IT operations.

• Proven experience providing Level 2 IT technical support.

• Previous experience supporting manufacturing, industrial or multi-site environments is highly desirable.

• Strong troubleshooting and problem-solving capabilities.

• Experience supporting end users within a Windows-based corporate environment.

• Experience working with IT ticketing and incident management systems.

• Ability to work independently and manage competing support priorities.

• Experience liaising with regional or global IT support teams.

• Degree or diploma in Information Technology, Computer Science or a related discipline preferred.

• Strong knowledge of Windows operating systems and Microsoft 365.

• Good understanding of Active Directory and user account administration.

• Knowledge of LAN/WAN, networking, Wi-Fi and connectivity troubleshooting.

• Experience with desktop, laptop, printer and peripheral support.

• Understanding of ITIL principles and IT service management processes.

• Knowledge of IT security, access controls and endpoint management.

• Hands-on and technically capable.

• Customer-focused with excellent communication skills.

• Proactive approach to troubleshooting and issue resolution.

• Able to work independently within a site-based environment.

• Organised, responsive and comfortable managing multiple support requests.

• Confident liaising with employees, management and international IT teams.