IT Support Engineer (L2)

Role Overview

Key Responsibilities

• Provide L2 technical support through phone, email, remote support, and in-person assistance.
• Troubleshoot Windows, desktop, laptop, hardware, software, printer, peripheral, and connectivity issues.
• Diagnose LAN, WAN, IP, DNS, DHCP, VPN, Wi-Fi, and basic network issues.
• Install, configure, maintain, and troubleshoot computers, laptops, printers, peripherals, and business applications.
• Handle incidents according to SLA requirements, document troubleshooting activities, and maintain ticket records.
• Escalate unresolved incidents to system administrators, network engineers, application teams, or vendors.
• Communicate technical issues and solutions clearly to non-technical users and provide updates until resolution.
• Maintain IT documentation and provide user guidance and basic training.

IP Telephony and PABX Support

• Install, configure, maintain, and troubleshoot Alcatel OXO/OXE PABX systems, extensions, IP phones, SIP phones, DECT phones, and upgrades.
• Configure and support Alcatel IP, SIP, and wireless DECT phones, including registration, user configuration, and voice connectivity.
• Install and configure Avaya IP Office systems and support Avaya IP telephony environments.
• Configure and troubleshoot Cisco IP Phones, including registration, extension configuration, and basic voice connectivity.
• Troubleshoot IP telephony, extensions, voice ports, SIP/DECT connectivity, and PABX-related issues.
• Coordinate with vendors and telecom teams on complex telephony incidents, upgrades, and system issues.

Network and Security Support

• Install, configure, monitor, maintain, and troubleshoot switches, routers, wireless access points, firewalls, and network security devices.
• Troubleshoot LAN, WAN, Wi-Fi, VLAN, IP addressing, DNS, DHCP, routing, and network connectivity issues.
• Configure and support wireless access points and troubleshoot connectivity, authentication, and coverage issues.
• Provide basic administration and troubleshooting for firewall policies, NAT, VPN, routing, and connectivity.
• Monitor network security incidents and coordinate with network and security teams on complex issues.
• Assist with site-to-site VPN, remote-access VPN, and firewall troubleshooting.

Core Skills

• IT support skills include L2 support, desktop support, remote support, incident management, troubleshooting, and SLA management.
• Networking skills include LAN, WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, IP addressing, routing, switching, firewalls, and network security devices.
• Systems skills include Windows, hardware and software installation, printers, peripherals, and user support.
• Telephony skills include Alcatel OXO/OXE, Avaya IP Office, Cisco IP Phones, SIP, DECT, and IP telephony.
• Support operations include ticketing systems, documentation, vendor coordination, user training, and escalation management.

Pay

• The advertised pay range is AED 4,000–5,500 per month.

Work Location

• The role is performed in person.

Requirements

• Experience providing second-level technical support for end-user systems, hardware, software, telephony, servers, and network infrastructure.
• Ability to troubleshoot Windows, desktop, laptop, hardware, software, printer, peripheral, and connectivity issues.
• Knowledge of LAN, WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, IP addressing, routing, switching, and network security devices.
• Experience installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, peripherals, and business applications.
• Experience supporting Alcatel OXO/OXE, Avaya IP Office, Cisco IP Phones, SIP, DECT, and IP telephony environments.
• Ability to manage incidents according to SLA requirements and maintain accurate ticket records.
• Ability to communicate technical issues and solutions clearly to non-technical users.
• Ability to perform basic firewall, VPN, wireless access point, and network security device administration and troubleshooting.