L1 and L2 IT Support Engineer

PioneerVision Consultant; Dubai; On-site; AED 216,000 - 312,000; Full time

Job summary

PioneerVision Consultant is seeking an experienced IT support specialist to provide Level 1/2 support for end-users across desktops and laptops, including administration of Microsoft 365 services. You will manage Azure AD tasks, assist with onboarding/offboarding, and ensure IT security compliance while coordinating with cross-functional teams.

The ideal candidate has extensive experience in a service desk environment, solid knowledge of networking basics, and proficiency with

Qualifications

• 6+ years of experience in IT support (L1/L2) in a call centre or service desk environment.
• Strong knowledge of Microsoft 365 administration and troubleshooting.
• Azure Active Directory management.
• Basic networking concepts (DNS, DHCP, TCP/IP, VPNs).
• Firewall fundamentals and endpoint security practices.
• Proficiency with ticketing systems (ServiceNow, Jira, Remedy, ManageEngine) and CRM tools (Salesforce, Dynamics 365).
• Good understanding of ITIL processes (Incident, Request, Problem and Change Management).
• Excellent verbal and written communication with a focus on customer satisfaction.

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).
• Knowledge on 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 incidents and requests ensuring timely resolution and SLA compliance.
• Collaborate with higher-level support teams and third-party vendors for escalation and resolution.
• Assist in user onboarding/offboarding including account setup, system configuration and permissions.
• Maintain and update internal knowledge base documentation.
• Ensure compliance with company IT security standards and policies; manage IT assets tagging, labeling and asset inventory; participate in periodic system maintenance, patching and updates.

Skills

Microsoft 365 admin

Azure AD management

Networking basics

ITIL processes

Ticketing systems

CRM tools

Customer communication

Tools

ServiceNow

Jira

Remedy

ManageEngine

Salesforce

Dynamics 365

Job description

Key Responsibilities / Duties

• Deliver Level 1 and Level 2 technical support for end-users via phone chat and remote tools on Desktops Laptops.


• Provide administration and troubleshooting support for Microsoft 365 applications (Exchange Online Teams SharePoint OneDrive etc.).


• Knowledge on 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 Labelling and amp; Asset Inventory Participate in periodic system maintenance patching and updates as required.

Required Skills and amp; 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


• Azure Active Directory management


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


• 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.