Job description

The IT Experience Executive role at Dubai Future Foundation, based at the Museum of the Future in Dubai, UAE, operates within the Technology team and focuses on delivering front-line Level 1 corporate IT support services. The position supports the Museum of the Future and its affiliated offices, ensuring smooth daily IT operations and business continuity. The role involves responding to IT request tickets within predefined Service Level Agreements (SLAs), actively contributing to improved customer satisfaction scores, and supporting multiple IT projects aimed at enhancing systems, policies, and hardware. The IT Experience Executive provides first-line technical support by troubleshooting hardware and software issues in a timely manner, installing, configuring, maintaining, and updating IT equipment and software, and supporting IT initiatives and upgrades with minimal disruption to operations. The role collaborates closely with internal Technology department members, including Level 2 Engineers, liaises with external vendors and service providers to resolve technical issues and procure IT equipment and services in coordination with Procurement, and consolidates business requirements from multiple stakeholders to support the development of technological solutions. Additional responsibilities include maintaining accurate documentation of IT procedures, processes, user guides, assets, and configurations, generating reports on IT performance, incidents, and trends, and staying current with the latest IT solutions that may be leveraged within the Museum’s operations.