L2 IT Support Analyst: Cloud, IAM & Endpoints Expert

Lunate; Abu Dhabi Emirate; On-site; AED 120,000 - 180,000; Full time

Job summary

Lunate, Abu Dhabi-based, is seeking a skilled L2 Support Analyst to provide advanced technical support for business applications, end-user computing, and infrastructure. The role serves as the escalation point from L1, ensuring incidents are investigated, resolved, or coordinated while maintaining service levels.

In this role you will support Microsoft 365, IAM, SSO, PAM, and endpoint management, work with vendors and internal teams, document resolutions, and drive improvements.

Qualifications

• 5-7 years of IT support or service desk experience.
• Experience with cloud-based applications.
• Familiarity with identity and access management processes.
• Experience with ITSM platforms and ticketing tools.
• Strong customer service and stakeholder management skills.

Responsibilities

• Act as the primary escalation point for incidents and service requests unresolved by L1 Support.
• Investigate, troubleshoot, and resolve complex technical issues within agreed service levels.
• Coordinate with vendors and internal specialist teams to resolve service disruptions.
• Maintain accurate documentation of troubleshooting, resolutions, and workarounds.
• Provide operational support for applications and cloud services.
• Support application access management, user administration, and service configuration activities.
• Perform testing and validation of application enhancements, upgrades, and changes.
• Assist with application monitoring and service availability management.
• Support desktops, laptops, mobile devices, and collaboration technologies.
• Troubleshoot endpoint compliance, device management, connectivity, and performance issues.
• Assist with software deployment, updates, and endpoint administration activities.
• Provision, modify, and revoke user access in accordance with approved requests and security requirements.

Skills

Troubleshooting

ITSM

Cloud Apps

IAM

Security

Stakeholder mgmt

Tools

Microsoft 365

ServiceDesk Plus Cloud

SSO Platforms

PAM Solutions

Endpoint Management

ITSM tools

Job description

Lunate, Abu Dhabi-based, is seeking a skilled L2 Support Analyst to provide advanced technical support for business applications, end-user computing, and infrastructure. The role serves as the escalation point from L1, ensuring incidents are investigated, resolved, or coordinated while maintaining service levels.

In this role you will support Microsoft 365, IAM, SSO, PAM, and endpoint management, work with vendors and internal teams, document resolutions, and drive improvements.