L1/L2 IT Support Engineer

Role overview

Responsibilities

• Provide first- and second-level support for hardware, software, operating systems, and network issues.
• Troubleshoot user devices; install, configure, and maintain Windows operating systems and business applications.
• Provide remote and on-site support, track support requests, and escalate complex issues.
• Monitor Windows servers and perform basic administration, updates, and maintenance.
• Manage user accounts and shared folders; troubleshoot LAN, Wi-Fi, routers, switches, DNS, and DHCP.
• Assist with backups, recovery procedures, and security updates.
• Manage email accounts, mailboxes, distribution lists, and permissions; support Active Directory, Exchange Online, and Outlook.
• Troubleshoot email delivery, synchronization, configuration, and access; assist with email security and user onboarding and offboarding.
• Coordinate vendor service and repair requests; assist with procurement, quotations, warranties, and maintenance.
• Maintain IT asset, license, warranty, vendor, server, network, incident, and troubleshooting records.
• Monitor security measures, antivirus, endpoint protection, and data backups; report status and escalate critical issues.
• Provide updates on support tickets, system issues, server status, pending tasks, audits, and asset reports.

Required qualifications and skills

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field.
• 1–3 years of relevant IT support experience.
• Good knowledge of Windows operating systems and server environments.
• Experience with Microsoft 365, Exchange Online, and Outlook.
• Basic knowledge of Active Directory, DNS, DHCP, and networking.
• Understanding of backups, antivirus, endpoint security, and IT asset management.
• Troubleshooting, communication, documentation, and vendor coordination skills; ability to prioritize and work independently under the IT Manager.

Salary and employment

• Monthly salary is AED 3,000–4,000, depending on experience and technical skills.
• Full-time employment.

Development

• The posting notes opportunities to develop IT support and infrastructure administration skills.

Work location

• Work location is in person.