Job Description

Job Title: L1 & L2 IT Support Engineer
Experience Required: Minimum 6 years
Location: Dubai, Immediate Joiner
Employment Type: Full-time
Work Environment: Call Centre / IT Service Desk
About the Role
Seeking a skilled and customer-oriented L1 & L2 IT Support Engineer to join our dynamic IT operations team. The ideal candidate will have extensive experience providing technical support in a call centre or service desk environment, with strong expertise in Microsoft 365, Azure, basic networking, and firewall troubleshooting.
This role requires a hands-on professional who can resolve technical issues efficiently, maintain high service levels, and uphold ITIL-based support practices.
Key Responsibilities
Deliver Level 1 and Level 2 technical support for end-users via phone, chat, and remote tools on Desktops, Laptops.
Provide administration and troubleshooting support for Microsoft 365 applications (Exchange Online, Teams, SharePoint, OneDrive, etc.). Knowledge on Microsoft Tenants and domain.
Manage Azure Active Directory tasks such as user provisioning, access controls, and group management.
Diagnose and resolve hardware, software, and basic networking issues, including connectivity, VPN, DNS, DHCP, IP Addresses and VOIP solutions.
Monitor and manage tickets through ITIL-compliant ticketing systems such as ServiceNow, Jira, or ManageEngine.
Log, track, and document support incidents and service requests, ensuring timely resolution and SLA compliance.
Collaborate with higher-level support teams and third-party vendors for issue escalation and resolution.
Assist in user onboarding/offboarding including account setup, system configuration, setup, and permissions.
Maintain and update internal knowledge base documentation.
Ensure compliance with company IT security standards and policies
Manage IT Assets - Tagging, Labelling & Asset Inventory
Participate in periodic system maintenance, patching, and updates as required.
Required Skills & Experience
Minimum 6 years of experience in IT support (L1/L2) within a call centre or service desk environment.
Strong working knowledge of:
Microsoft 365 administration and troubleshooting
Azure Active Directory management
Basic networking concepts (DNS, DHCP, TCP/IP, VPNs)
Firewall fundamentals and endpoint security practices
Proficiency with ticketing systems (ServiceNow, Jira, Remedy, ManageEngine) and CRM tools (Salesforce, Dynamics 365, or similar).
Good understanding of ITIL processes (Incident, Request, Problem, and Change Management).
Excellent verbal and written communication skills with a focus on customer satisfaction.
Strong troubleshooting, documentation, and time management abilities.
Education & Certifications
Bachelor's degree in Information Technology, Computer Science, or related discipline (preferred).
Professional certifications such as:
Microsoft Certified: Modern Desktop Administrator Associate or Azure Fundamentals (AZ-900)
ITIL v4 Foundation Certification
CompTIA A+ or Network+(desirable)

Skills Required