Job Description

Royal Smart Limousine is Dubai's premier luxury transport provider, serving elite clients, corporations, and government entities. Our commitment to seamless, high-end travel experiences is powered by innovation, data-driven operations, and robust IT infrastructure. We're growing fast and we're looking for an experienced

IT Support Engineer (L2/L3)

to elevate our technology backbone to the next level.

The Role

You'll play a key role in ensuring the reliability, security, and performance of our IT infrastructure. This is a hands-on position for a systems and network expert who thrives in dynamic environments and can manage everything from advanced support escalations to enterprise server environments and VoIP systems.

Key Responsibilities

1. Server & Cloud Infrastructure

Manage and maintain

Windows Server 2022

, including Active Directory, DNS, DHCP, and Group Policy. Administer

Odoo ERP

and support integrations with internal tools and third-party systems. Deploy, monitor, and optimize virtual environments (VMware, Hyper-V). Oversee cloud infrastructure on

AWS and Azure

. Implement and maintain

Veeam Backup & Replication

for on-premise, NAS, and cloud storage.

2. Network & Firewall Security

Configure, maintain, and monitor

FortiGate firewalls

(VPNs, VLANs, security policies). Conduct regular

vulnerability assessments

and implement intrusion prevention systems (IDS/IPS). Manage

network reliability

across 300+ internet connections and mobile SIM endpoints.

3. Telephony Systems

Administer and optimize

Yeastar PBX and VoIP systems

. Configure SIP trunks, call routing, IVRs, and disaster recovery plans. Support seamless operations of contact center and corporate telephony platforms.

4. Backup & Disaster Recovery

Ensure

business continuity

through strategic backup planning and DR drills. Manage integrity checks, offsite storage, and recovery procedures using Veeam.

5. Endpoint Security

Deploy and manage

Sophos Antivirus

and endpoint protection policies. Perform threat analysis and respond to security incidents with corrective measures.

6. L2/L3 Technical Support

Serve as the escalation point for complex IT issues. Troubleshoot system outages and mission-critical failures. Collaborate with vendors and service providers for rapid incident resolution.

7. Documentation & Compliance

Maintain up-to-date IT documentation, asset inventory, and SOPs. Support compliance with internal policies and external audit requirements. Mentor junior IT staff and contribute to ongoing knowledge transfer and process improvement.

Required Skills & Qualifications

Education:

Bachelor's degree in IT, Computer Science, or related field.

Certifications (Preferred):

Cisco

: CCNA / CCNP

Microsoft

: MCSA / MCSE

Fortinet

: NSE4 / NSE5

Veeam Certified Engineer

ITIL Foundation

Experience:

4-8 years in IT support with a focus on: Windows/Linux server administration Virtualization & cloud management Fortinet firewall configuration Veeam backup & DR planning Odoo ERP (preferred) Yeastar or other IP Telephony systems

Technical Skills:

Advanced troubleshooting & escalation resolution Strong documentation & SOP writing Working knowledge of SLAs, ITIL frameworks, and compliance protocols

Soft Skills:

Analytical mindset and solution-focused approach Excellent communication and team collaboration Ability to work under pressure and prioritize multiple incidents
Job Type: Full-time

Pay: AED3,500.00 - AED5,000.00 per month