L3 IT Infrastructure Engineer - RCA & High Availability

Staff Connect UAE; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Staff Connect UAE is seeking experienced L3 IT Support Engineers to deliver advanced technical support across infrastructure, applications, and networks in Abu Dhabi. The role emphasizes complex issue resolution, RCA, system administration, and ensuring high availability of IT services aligned with SLAs.

You will resolve escalated incidents, manage Active Directory, and support Microsoft 365 services. You will collaborate with IT teams and participate in incident, problem, and change management,

Qualifications

• 6 years of minimum experience in IT Support / Infrastructure Support.
• Strong troubleshooting in Windows environments, hardware, and enterprise applications.
• Hands-on with Active Directory (GPOs, user access, security policies).
• Strong knowledge of Microsoft 365 administration and support.
• Experience with ticketing tools (ServiceNow, Jira, Zendesk, etc.).
• Networking concepts (DNS, DHCP, TCP/IP, VPN).
• Experience in incident management, problem management, and RCA.
• Ability to handle high-priority incidents and escalations.
• Good communication and stakeholder handling skills.

Responsibilities

• Provide advanced (L3) technical support for escalated hardware, software, and network issues.
• Perform in-depth troubleshooting and root cause analysis (RCA) for recurring and critical incidents.
• Manage and administer Active Directory (user management, group policies, access control).
• Support and troubleshoot Microsoft Office 365 and related services (Exchange Online, Teams, SharePoint).
• Handle incident, problem, and change management as per ITIL practices.
• Monitor system performance and ensure high availability and uptime.
• Work on patching, system upgrades, and configuration management.
• Collaborate with infrastructure, network, and security teams for issue resolution.
• Maintain and improve documentation, SOPs, and knowledge base.
• Support on-call rotations and critical incident management.

Skills

IT Support

Windows environments

Active Directory

Office 365 Admin

Networking basics

ITIL incident management

Tools

ServiceNow

Jira

Zendesk

Job description

Staff Connect UAE is seeking experienced L3 IT Support Engineers to deliver advanced technical support across infrastructure, applications, and networks in Abu Dhabi. The role emphasizes complex issue resolution, RCA, system administration, and ensuring high availability of IT services aligned with SLAs.

You will resolve escalated incidents, manage Active Directory, and support Microsoft 365 services. You will collaborate with IT teams and participate in incident, problem, and change management,