L2 Support Engineer

Confidential Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Confidential Company in the UAE is seeking an experienced L2 Incident & Client Support professional to own incidents from diagnosis to resolution, support Microsoft 365 endpoints, servers, and network infrastructure, and coordinate with clients and internal teams.

You will visit client sites, document steps, and help drive service improvements. The role requires strong English, hands-on troubleshooting across Windows, 365, endpoints, AD, DNS/DHCP, and a proactive ownership mindset.

Qualifications

• Around 4–7 years of hands‑on IT support experience, including substantial L2 responsibility.
• Experience supporting multiple business clients, ideally within an MSP, AMC or outsourced IT environment.
• Strong practical troubleshooting across Microsoft 365, Windows endpoints, Windows Server and business networks.
• Experience with ticketing systems, technical documentation, change control and client-facing service standards.
• A systematic approach to diagnosis, clear client communication and strong ownership of the next step.
• Professional English communication skills and confidence working independently at customer sites.
• Exposure to Intune, Entra ID, Fortinet or SonicWall, Veeam or Acronis, VMware or Hyper‑V, Azure, macOS or Microsoft 365 migrations would be valuable.
• Relevant Microsoft, CompTIA, Cisco or Fortinet certifications are an advantage; demonstrated hands‑on capability is most important.

Responsibilities

• Own L2 incidents from diagnosis through resolution, providing timely updates to clients and the service desk.
• Attend client sites for incidents, scheduled maintenance, installations and technical assessments.
• Troubleshoot Windows endpoints, Microsoft 365, printers, Wi-Fi, connectivity and common business applications.
• Coordinate professionally with client contacts, vendors, service desk teams and internal specialists.
• Administer Exchange Online, Teams, SharePoint, OneDrive and user access, including basic Microsoft 365 security settings.
• Support Intune, Microsoft Defender and other endpoint management/security tools used by clients.
• Support Microsoft 365 user environments and assist with routine administration and troubleshooting.
• Support Windows Server, Active Directory, DNS, DHCP and file services, including routine server maintenance.
• Diagnose LAN, WAN, VPN, firewall and wireless issues and make approved changes within the scope of competence.
• Check backups, investigate failures and participate in restore tests.
• Document configurations, changes, troubleshooting steps and handovers accurately.
• Maintain appropriate ticketing, documentation and change-control standards across client environments.
• Identify recurring issues and potential risks, recommend improvements and elevate concerns before they develop into outages.

Skills

L2 support

Client support

MS 365

Windows endpoints

Windows Server

Networking

Documentation

Ticketing

Tools

Intune

Entra ID

Fortinet

SonicWall

Veeam

Acronis

VMware

Hyper-V

Azure

Microsoft 365 migrations

Job description

L2 Incident & Client Support

• Own L2 incidents from diagnosis through resolution, providing timely updates to clients and the service desk.

• Attend client sites for incidents, scheduled maintenance, installations and technical assessments.

• Troubleshoot Windows endpoints, Microsoft 365, printers, Wi-Fi, connectivity and common business applications.

• Coordinate professionally with client contacts, vendors, service desk teams and internal specialists.

Microsoft 365 & Endpoint Support

• Administer Exchange Online, Teams, SharePoint, OneDrive and user access, including basic Microsoft 365 security settings.

• Support Intune, Microsoft Defender and other endpoint management/security tools used by clients.

• Support Microsoft 365 user environments and assist with routine administration and troubleshooting.

Server, Network & Infrastructure Support

• Support Windows Server, Active Directory, DNS, DHCP and file services, including routine server maintenance.

• Diagnose LAN, WAN, VPN, firewall and wireless issues and make approved changes within the scope of competence.

• Check backups, investigate failures and participate in restore tests.

Documentation & Service Improvement

• Document configurations, changes, troubleshooting steps and handovers accurately.

• Maintain appropriate ticketing, documentation and change-control standards across client environments.

• Identify recurring issues and potential risks, recommend improvements and elevate concerns before they develop into outages.

Desired Candidate Profile

• Around 4–7 years of hands‑on IT support experience, including substantial L2 responsibility.

• Experience supporting multiple business clients, ideally within an MSP, AMC or outsourced IT environment.

• Strong practical troubleshooting across Microsoft 365, Windows endpoints, Windows Server and business networks.

• Experience with ticketing systems, technical documentation, change control and client-facing service standards.

• A systematic approach to diagnosis, clear client communication and strong ownership of the next step.

• Professional English communication skills and confidence working independently at customer sites.

• Exposure to Intune, Entra ID, Fortinet or SonicWall, Veeam or Acronis, VMware or Hyper‑V, Azure, macOS or Microsoft 365 migrations would be valuable.

• Relevant Microsoft, CompTIA, Cisco or Fortinet certifications are an advantage; demonstrated hands‑on capability is most important.

Travel & Working Style

Regular visits to client sites across the UAE are part of the role. A valid UAE driving licence is an advantage. The candidate should be comfortable balancing urgent incidents, planned work, accurate documentation and clear client updates.