Senior Information Technology Support Engineer

Staff Connect UAE; Abu Dhabi; On-site; AED 201,000 - 312,000; Full time

Job summary

Staff Connect UAE in Abu Dhabi is seeking experienced L3 IT Support Engineers to provide advanced technical support across infrastructure, applications, and network environments. You will handle complex issue resolution, root cause analysis, system administration, and ensure high availability of IT services in line with SLAs.

The role requires 6 years of IT support experience, strong Windows troubleshooting, Active Directory and Office 365 expertise, and hands-on experience with ITIL processes,

Qualifications

• 6+ years of experience in IT Support or Infrastructure Support.
• Strong troubleshooting across Windows environments, hardware, and enterprise apps.
• Hands-on Active Directory administration and GPOs.
• Expertise in Microsoft 365 administration and support.
• Experience with ticketing tools like ServiceNow, Jira, Zendesk.
• Solid networking knowledge: DNS, DHCP, TCP/IP, VPN.
• Proven incident, problem management and RCA experience.
• Excellent communication with stakeholders.

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

Troubleshooting Windows

Active Directory

Office 365 Administration

Networking (DNS/DHCP/TCP/IP/VPN)

Incident/Problem RCA

ITIL familiarity

ServiceNow/Jira/Zendesk

Stakeholder communication

Tools

ServiceNow

Jira

Zendesk

Intune

SCCM

Job description

Job Summary

We are seeking experienced L3 IT Support Engineers to provide advanced technical support across infrastructure, applications, and network environments. The role focuses on complex issue resolution, root cause analysis, system administration, and ensuring high availability of IT services in line with SLAs.

Key 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

Required Skills & Qualifications

• 6 years of minimum experience in IT Support / Infrastructure Support
• Strong troubleshooting expertise in Windows environments, hardware, and enterprise applications
• Hands-on experience with Active Directory (GPOs, user access, security policies)
• Strong knowledge of Microsoft Office 365 administration and support
• Experience with ticketing tools (ServiceNow, Jira, Zendesk, etc.)
• Solid understanding of 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

Preferred / Nice-to-Have Skills

• ITIL Foundation certification
• Experience with Azure / Microsoft 365 Admin Center
• Exposure to endpoint management tools (Intune, SCCM)
• Knowledge of security best practices and compliance standards
• Experience in enterprise or managed services environments

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