IT Support Engineer

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)