Information Technology Support Engineer

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

We're Hiring: IT Support Engineer | Dubai

Are you an IT support professional with strong hands-on experience in L1/L2 support, Microsoft 365, asset management, and end-user support? We are looking for an experienced IT Support Engineer to join our team in Dubai.

Key Responsibilities

Monitor internet bandwidth and telephone connectivity; coordinate with ISPs to resolve issues promptly. Manage laptop/desktop deployment, configuration, encryption, antivirus, licensed applications, and compliance. Handle new-joiner onboarding and IT induction, including ID creation, license assignment, device configuration, and access management. Manage employee offboarding, including asset recovery and termination of system access. Provide on-call support for Microsoft 365, Outlook, and Teams, including critical 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 established 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.

What We're Looking For

• Strong L1/L2 IT Support experience


• Hands-on knowledge of Microsoft 365, Outlook & Teams


• Experience in IT asset and endpoint management


• Knowledge of incident management and SLA-based ticket resolution


• Experience with OEM support - Lenovo, Dell, HP


• Strong troubleshooting, documentation, and stakeholder-management skills


• Ability to work independently and provide on-call support when required

Location: Dubai

Role: IT Support Engineer - L1/L2