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L2 Infrastructure Support Engineer – Incident, Problem & Change
Job summary
A dynamic tech firm in Dubai is seeking an experienced L2 Infrastructure Support Engineer to manage incidents, problems, and changes in NOC operations. The ideal candidate will have a university degree in a computer-related field, with at least 6 years of IT experience. Responsibilities include QA for L1 support, root-cause analysis, and managing vendor relationships. Competitive salary offered for the right candidate in a vibrant work environment.
Qualifications
- Hands-on experience with Cisco Collaboration Technology is a plus.
- Minimum six years of experience in IT operations.
- Sound knowledge and experience using ITSM tools.
Responsibilities
- Provide QA for L1 monitoring and issue/problem resolution.
- Perform root-cause analysis and remediate problems.
- Implement changes and manage the change process.
- Maintain BOQ and perform asset management.
- Manage vendor relationships.
Skills
Education
Level-2 engineers are responsible for incident, problem, and change management functions in the NOC operations, and may work various shifts as required.
Dubai, United Arab Emirates
Work From Office
L2 Infrastructure Support Engineer – Incident, Problem & Change
6+ years
Best in the industry
- Incident Management: Provide QA for L1 monitoring (ticket building, process adherence, systems monitoring & SLA tracking); serve as technical escalation point for L1 analysts; follow documented escalation processes; offer advanced troubleshooting for platforms and drive issue/problem resolution; recommend process/procedure improvements.
- Problem Management: Perform root‑cause analysis of problems, propose and implement remediation actions; coordinate with L3/vendors for permanent fixes; implement fault fixes and patches.
- Change & Configuration Management: Implement changes per agreed change management process; activate/deactivate/provision service requests through Change Management; perform approved configuration changes during entity migrations; manage the change process; report on implemented changes.
- Asset Management: Maintain BOQ and licenses, perform asset & license management.
- Vendor Management: Manage relationships with vendors.
- University degree in a computer‑related field or equivalent education.
- Hands‑on experience in configuration and deployment of Cisco Unified Communication products.
- CCIE in Cisco Collaboration Technology or equivalent, or similar certification.
- Minimum six years of experience in IT operations with sound knowledge and experience using ITSM tools such as Manage Engine.
- Proficiency in software including Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat.
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.