Senior Helpdesk Agent - IT Operations Eng & Support
Wynn Al Marjan IslandJobsCloseBy Editorial Insights
Wynn Al Marjan Island is seeking a Senior Helpdesk Agent to join IT Operations Engineering & Support, responsible for escalating complex issues, advanced hardware, software and network troubleshooting, monitoring ticket queues and upholding SLAs, documenting solutions for the knowledge base, and mentoring junior agents. The role requires collaboration across IT teams to apply patches and updates, analyze support trends, and enforce IT policies and security standards. The ideal candidate has 3–5 years in IT support, strong Windows/macOS, M365, Active Directory, and remote tools, familiarity with ITIL and ServiceNow, and relevant certifications; showcase measurable results, tailor your resume to these priorities, and demonstrate a proactive, service-minded approach for a UAE onsite role with competitive benefits.
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.
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 applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.