L1/L2 IT Support Engineer — Microsoft 365 & Azure (Dubai)

Management Solutions International MSI; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

Management Solutions International MSI is seeking a skilled L1/L2 IT Support Engineer in Dubai to join our IT operations team. The candidate will provide customer-focused technical support in a call centre/service desk, handling Microsoft 365, Azure AD, and basic networking issues.

The role requires hands-on experience, strong communication, and adherence to ITIL practices to maintain high service levels and timely resolutions. Immediate joiner is preferred.

Qualifications

• Experience in L1/L2 IT support within call centre or service desk environment.
• Strong knowledge of Microsoft 365 administration and troubleshooting.
• Azure Active Directory management and basic networking concepts.

Responsibilities

• Provide Level 1 and Level 2 technical support for end-users via phone, chat, and remote tools.
• Administer and troubleshoot Microsoft 365 apps (Exchange Online, Teams, SharePoint, OneDrive).
• Manage Azure AD tasks: user provisioning, access controls, and group management.
• Diagnose and resolve hardware, software, and basic networking issues (DNS, DHCP, VPN, TCP/IP).
• Monitor tickets through ITIL-based systems (ServiceNow, Jira, ManageEngine).
• Log, track, and document incidents ensuring timely resolution and SLA compliance.

Skills

Microsoft 365 administration

Azure Active Directory

Networking (DNS DHCP TCP/IP)

Firewall fundamentals

ITIL processes

Ticketing systems (ServiceNow, Jira,/,

CRM tools (Salesforce, Dynamics 365)

Documentation & reporting

Excellent communication

Education

Bachelor’s degree in Information Technology / Computer Science

Microsoft Certified: Modern Desktop Administrator Associate or AZ-900

ITIL v4 Foundation Certification

CompTIA A+ or Network+ (desirable)

Tools

ServiceNow

Jira

ManageEngine

Remedy

Salesforce Dynamics 365

Job description

Management Solutions International MSI is seeking a skilled L1/L2 IT Support Engineer in Dubai to join our IT operations team. The candidate will provide customer-focused technical support in a call centre/service desk, handling Microsoft 365, Azure AD, and basic networking issues.

The role requires hands-on experience, strong communication, and adherence to ITIL practices to maintain high service levels and timely resolutions. Immediate joiner is preferred.