Senior IT Infrastructure Engineer - L3 Support & RCA

Staff Connect UAE; Abu Dhabi Emirate; On-site; AED 150,000 - 190,000; Full time

Job summary

Staff Connect UAE is seeking experienced L3 IT Support Engineers to deliver advanced support across infrastructure, applications, and network environments. The role emphasizes complex issue resolution, RCA, system administration, and maintaining high service availability in line with SLAs.

You will provide escalated technical support, perform in-depth troubleshooting, manage Active Directory, and support Office 365 services.

Qualifications

• 6+ years of IT Support / Infrastructure Support experience.
• Experience troubleshooting Windows environments, hardware, and enterprise applications.
• Hands-on Active Directory (GPOs, user access, security policies).
• Strong Office 365 administration and support knowledge.
• Experience with ticketing tools (ServiceNow, Jira, Zendesk).
• Solid networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience in incident/problem/RCA management and handling high-priority incidents.

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 (Exchange Online, Teams, SharePoint).
• Handle incident, problem, and change management 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

Windows OS

Active Directory

Office 365 admin

Ticketing tools

Networking concepts

Incident management

Communication skills

Tools

ServiceNow

Jira

Zendesk

Job description

Staff Connect UAE is seeking experienced L3 IT Support Engineers to deliver advanced support across infrastructure, applications, and network environments. The role emphasizes complex issue resolution, RCA, system administration, and maintaining high service availability in line with SLAs.

You will provide escalated technical support, perform in-depth troubleshooting, manage Active Directory, and support Office 365 services.