IT Support Specialist

Role Overview

IT Support Specialist at Cohere, based in Dubai. You will be the primary point of contact for internal employees, delivering technical support while managing core identity, collaboration platforms, and SaaS systems.

Company Overview

Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products designed to solve real-world business problems. We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul.

Role Purpose

To anchor regional IT operations in Dubai by delivering white-glove technical support to internal employees, managing user lifecycles, and leveraging automation and scripting to streamline operations and ensure the workforce operates securely and efficiently.

Key Responsibilities

Frontline Support & Incident Management

• Serve as the first point of contact for internal employees, triaging incoming requests through the ticketing system and established support processes.
• Troubleshoot and resolve workstation, laptop, mobile, and basic network issues for on-site staff and remote employees, escalating more complex support cases to senior staff or the appropriate team.
• Deliver calm, clear support during high-priority incidents, keep users informed, and document work thoroughly through to resolution.
• Assist with password resets, MFA, email, and common productivity-tool issues so employees can get back to work quickly.

User Lifecycle & Access Management

• Manage end-to-end employee onboarding and offboarding workflows, ensuring zero-day access provisioning, hardware readiness, and secure offboarding compliance.
• Support new-hire onboarding and offboarding, including device setup, access requests, and day-one readiness.

Knowledge & Process Development

• Build and maintain support procedures and employee-facing knowledge base articles so common issues are handled consistently.

Stakeholder Engagement

• Partner with business units as a go-to support contact and communicate clearly, in writing and in person, across the organization.

Hardware & Infrastructure

• Track hardware inventory and coordinate on device replacements and repairs.
• Provide hands-on support for printers, peripherals, and meeting-room technology when on-site help is needed.

Continuous Development

• Stay eager to learn, take on special projects, and grow into broader IT support responsibilities.

Qualifications & Experience

• 3–7 years of experience in help desk, internal IT support, or a similar technical support role. Experience in a fast-paced or global team is a plus.
• Strong experience with supporting user accounts, password resets, MFA, and SSO, specifically with Okta and Google Workspace.
• Experience with Mobile Device Management (MDM) platforms such as Iru (macOS) and Microsoft Intune (Windows).
• Basic understanding of networking fundamentals (TCP/IP, DNS, Wi-Fi, and VPN), with familiarity supporting UniFi/Ubiquiti equipment a plus.

Skills & Competencies

• Professional proficiency in English.
• Strong written and spoken English, with the ability to explain technical issues clearly to both technical and non-technical colleagues across international teams.
• Comfort supporting employees in Slack and other everyday collaboration tools such as Microsoft Office 365 (channels, apps, notifications, and common access issues).
• A patient, helpful, solutions-oriented approach to supporting internal staff, with a commitment to follow-through and a positive experience for every request.

Additional Information

Work Location & Flexibility

• Based in Dubai. Cohere is remote-friendly, with offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul.
• For those in the office: a daily lunch program, plenty of snacks, and regular community and social events.
• For those not near an office: a co-working benefit so you can work alongside others in your city.
• Everyone receives a $500 home office stipend to set up your workspace properly.
• Budget for traveling to other offices if you are remote, plus an annual company offsite.

Benefits

• Weekly lunch stipend of $75/£75 or equivalent in local currency.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits: Arts & culture, fitness/wellness, quality time, and a workspace improvement credit; Education & learning stipend for conferences, courses, and coaching.
• 6 weeks of paid vacation (30 working days).