IT Support Engineer

Management Solutions International MSI; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A dynamic IT service provider in Dubai is looking for an experienced L1 & L2 IT Support Engineer to join their team. The ideal candidate will have at least 6 years of expertise in IT support, particularly in a call centre or service desk environment. Responsibilities include providing technical support on Microsoft 365, managing Azure Active Directory, and ensuring compliance with IT security standards. Strong communication skills and a customer-focused approach are essential for success in this role.

Qualifications

• Minimum 6 years of experience in IT support (L1/L2) within a call centre or service desk environment.
• Proficiency with ticketing systems like ServiceNow and CRM tools.
• Good understanding of ITIL processes.

Responsibilities

• Deliver Level 1 and Level 2 technical support for end-users.
• Provide administration for Microsoft 365 applications.
• Manage Azure Active Directory tasks.

Skills

Microsoft 365 administration and troubleshooting

Azure Active Directory management

Basic networking concepts (DNS, DHCP, TCP/IP, VPNs)

Firewall fundamentals and endpoint security

Proficiency with ticketing systems (ServiceNow, Jira, etc.)

Good verbal and written communication skills

Troubleshooting and time-management abilities

Education

Bachelor’s degree in Information Technology or related discipline

Microsoft Certified: Modern Desktop Administrator Associate

ITIL v4 Foundation Certification

Job description

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 and laptops.
• Provide administration and troubleshooting support for Microsoft 365 applications (Exchange Online, Teams, SharePoint, OneDrive, etc.). Knowledge of 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, labeling and 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.
• Strong working knowledge of Azure Active Directory management.
• Strong working knowledge of basic networking concepts (DNS, DHCP, TCP/IP, VPNs).
• Strong working knowledge of 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).