Dubai IT Support Engineer (L1/L2) — Microsoft 365 & End-User

HUMAN-AI-Z Nexus Technology; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

HUMAN-AI-Z Nexus Technology in Dubai is seeking an experienced IT Support Engineer (L1/L2) to join our team. The role focuses on hands-on support for Microsoft 365, asset management, and end-user assistance, with responsibilities spanning device deployment, onboarding/offboarding, and incident management.

You will coordinate with internal teams and vendors, handle high-priority incidents within SLAs, and contribute to improving service desk processes and reporting.

Qualifications

• Strong L1/L2 IT support experience.
• Hands-on knowledge of Microsoft 365, Outlook and Teams.
• Experience with IT asset and endpoint management.
• Knowledge of incident management and SLA-based ticket resolution.
• Able to work independently and provide on-call support when required.

Responsibilities

• Monitor internet bandwidth and coordinate with ISPs to resolve issues promptly.
• Manage laptop/desktop deployment, configuration, encryption, antivirus, licensed applications, and compliance.
• Handle onboarding and IT induction including ID creation, license assignment, device configuration, and access management.
• Manage offboarding including asset recovery and termination of system access.
• Provide on-call support for Microsoft 365, Outlook, and Teams, including after-hours issues.
• Maintain IT asset inventory, service desk dashboards, and OEM support contracts for Lenovo, Dell, HP, etc.
• Coordinate with OEMs for hardware troubleshooting, repairs, replacements, and expired support contracts.
• Manage P1, P2 & P3 incidents, ensuring resolution within defined SLAs.
• Prepare monthly reports highlighting recurring incidents and recommend permanent corrective actions.
• Follow SOPs for L1/L2 troubleshooting and service desk operations.
• Support IT deployments, new system implementations, meeting-room technology, wireless access, and local IT infrastructure.
• Escalate complex issues to the L3 support team and ensure regular follow-up until closure.
• Maintain accurate ticket updates and documentation for all troubleshooting activities.
• Coordinate with the L3 team for Microsoft/CSP escalations when advanced troubleshooting is required.

Skills

L1/L2 IT Support

Microsoft 365

Asset management

Incident management

SLA compliance

On-call support

Documentation

Stakeholder management

Tools

MS 365 Admin Console

ITSM tooling

Job description

HUMAN-AI-Z Nexus Technology in Dubai is seeking an experienced IT Support Engineer (L1/L2) to join our team. The role focuses on hands-on support for Microsoft 365, asset management, and end-user assistance, with responsibilities spanning device deployment, onboarding/offboarding, and incident management.

You will coordinate with internal teams and vendors, handle high-priority incidents within SLAs, and contribute to improving service desk processes and reporting.