Job Description

Job Title: L1/L2 Technical Support Engineer

Location:

Dubai, UAE

About Real Secure Infrastructure LLC

Real Secure is a Dubai-based IT services company specializing in

Managed IT Services

,

Cybersecurity

,

IT Projects

,and

Software Development

. We help businesses across the UAE protect their infrastructure, streamline operations, and stay ahead with cutting-edge technology. As a trusted IT partner, we focus on delivering high-quality support with a strong emphasis on service, security, and reliability.

Position Overview

We are seeking a motivated and skilled

L1/L2 Technical Support Engineer

to join our team in the UAE. The ideal candidate will provide technical assistance to end-users, manage IT infrastructure support tasks, and ensure timely resolution of incidents and service requests. This role requires strong troubleshooting skills, excellent communication, and a customer-first mindset. A valid UAE Driving License is mandatory.

Key Responsibilities

Provide Level 1 and Level 2 technical support for desktops, laptops, printers, and other IT equipment. Respond to support tickets, phone calls, and emails to resolve technical issues promptly. Install, configure, and troubleshoot operating systems (Windows/macOS/Linux) and commonly used business applications (Microsoft 365, antivirus, backup tools, etc.). Perform network troubleshooting including switches, routers, wireless access points, and firewalls, under guidance from senior engineers. Manage user accounts, permissions, and email configurations such as in Active Directory and Microsoft 365. Assist with endpoint security, patch management, and backup monitoring. Document issues, resolutions, and update the knowledge base for recurring incidents. Escalate complex issues to senior engineers when required, while ensuring proper follow-up with end-users. Support on-site visits for hardware installation, preventive maintenance, and troubleshooting.

Requirements

Valid UAE Driving License (mandatory). Minimum 2 years' experience in IT technical support or a related role. Bachelor's degree or diploma in Computer Science, Information Technology, or related field. Strong knowledge of: Windows & macOS operating systems Microsoft 365 / Exchange Online Networking basics (TCP/IP, DNS, DHCP, VPN) Hardware troubleshooting (desktops, laptops, printers, peripherals) Familiarity with remote monitoring and managementtools is an advantage. Basic understanding of cybersecurity practices and endpoint protection solutions. Excellent communication and customer service skills. Ability to work independently, prioritize tasks, and manage time effectively. Fluent in English (Arabic is an advantage).

Preferred Skills

IT certifications such as CompTIA A+ or Network+, Microsoft Certified Fundamentals, or equivalent. Hands-on experience with ticketing systems and knowledge of ITIL practices. Exposure to backup and disaster recovery solutions.
Job Type: Full-time

Pay: AED4,000.00 - AED5,000.00 per month

Application Question(s):

As mentioned in the job posting, this role has a defined salary range. Is that acceptable to you?
Experience:

IT Support: 2 years (Required)
Language:

English well enough to communicate clearly? (Required)
License/Certification:

driving license (Required)
Location:

* Dubai (Required)