Second-Level Support Specialist – Technology Service Desk

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 is a new Abu Dhabi-based, Partner-led, independent global alternative investment manager with more than 250 employees and $115 billion of assets under management. Lunate invests across the entire private markets spectrum including buyouts, growth equity, early and late-stage venture capital, private credit, real assets, and public equities and public credit. Lunate aims to be one of the world’s leading private markets solutions providers through SMAs and multi-asset class funds, seeking to generate best-in-class risk-adjusted returns for its clients.

Role Overview

The L2 Support Analyst is responsible for providing advanced technical support and issue resolution for business applications, end-user computing, infrastructure, and technology services. The role acts as the primary escalation point from L1 Support, ensuring incidents and service requests are investigated, resolved, or coordinated with the appropriate internal teams and vendors while maintaining agreed service levels.

The position plays a key role in ensuring service stability, operational excellence, and a positive user experience across the organization.

Key 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.

Application & Platform Support

• 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.

End User Computing & Endpoint Support

• 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.

Identity & Access Management

• Provision, modify, and revoke user access in accordance with approved requests and security requirements.
• Support Joiner, Mover, and Leaver (JML) processes.
• Assist with Single Sign-On (SSO), authentication, and privileged access management activities.

Asset & Configuration Management

• Maintain asset records and support lifecycle management activities.
• Ensure configuration information remains accurate and up to date.
• Support inventory reviews, audits, and compliance initiatives.

Problem Management & Continuous Improvement

• Identify recurring incidents and contribute to root cause analysis.
• Recommend service improvements and automation opportunities.
• Contribute to knowledge management and documentation initiatives.

Compliance & Governance

• Support audit, security, risk, and compliance activities.
• Ensure adherence to IT policies, standards, and operational procedures.
• Assist with evidence gathering and remediation activities arising from audits and assessments.

The L2 Support Analyst may be required to support and administer technologies including:

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Windows End User Computing Environment
• ServiceDesk Plus Cloud
• Single Sign-On (SSO) Platforms
• Privileged Access Management (PAM) Solutions
• Endpoint Compliance & Device Management Platforms
• Asset Management Solutions
• Collaboration and Productivity Platforms
• Identity & Access Management Solutions
• Security & Compliance Toolsets

Qualifications & Experience

• 5-7 years of experience in IT Support, Application Support, Infrastructure Support, or Service Desk Operations.
• Strong troubleshooting and analytical skills.
• Experience supporting cloud-based applications.
• Experience with identity and access management processes.
• Familiarity with Incident, Request, Problem, Change, and Asset Management processes.
• Experience working with ITSM platforms and ticketing tools.
• Strong customer service and stakeholder management skills.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft certifications related to Microsoft 365, Intune, or Entra ID.
• Experience supporting SaaS platforms and enterprise business applications.
• Exposure to information security and compliance requirements.
• Experience working in financial services or regulated environments.