L2 IT Support Engineer | MACH Consultants | Qatar

Mach Consultants; Qatar; On-site; QAR 78,000 - 134,000; Full time

Job summary

MACH Consultants is seeking an experienced L2 IT Support Engineer in Qatar to join our IT operations on a full-time basis. You will handle advanced incident diagnosis, escalations, and ensure secure IT operations with a focus on Windows, Microsoft 365, and Active Directory.

You will work closely with Tier 1 support, manage SLA adherence, and maintain system documentation. The role requires on-site presence in Qatar and legal eligibility to work.

Qualifications

• Bachelor's degree in IT or related technical field.
• Minimum 2+ years in Level 2 IT support and enterprise troubleshooting.
• Strong Windows OS, Microsoft 365, and Active Directory experience.
• Experience with enterprise ticketing systems and SLA tracking.
• Excellent communication and problem-solving skills.
• Legal eligibility to work in Qatar with on-site availability.

Responsibilities

• Provide Level 2 IT support for end-users and enterprise IT operations.
• Administer Windows OS, endpoints, and productivity software suites.
• Manage Active Directory users, groups, and policies.
• Administer Microsoft 365 tenants, Exchange Online, SharePoint, Teams.
• Troubleshoot hardware, software, network, and connectivity issues.
• Use ServiceNow or Jira Service Desk to manage incidents and SLAs.
• Escalate and resolve Tier 1 issues and maintain documentation.

Skills

Windows OS

Microsoft365

Active Directory

Ticketing systems

SLA tracking

Troubleshooting

Education

Bachelor's degree in IT/CS/related field

Tools

ServiceNow

Jira Service Desk

Job description

Position Summary

MACH Consultants is actively seeking an experienced, high-caliber, and technical L2 IT Support Engineer to join our information technology operations team in Qatar on a full-time permanent basis. In this critical IT service delivery role, you will be responsible for providing advanced Level 2 technical support, resolving escalated user incidents, and ensuring smooth, secure, and uninterrupted IT operations. You will leverage your strong background in Windows operating systems, Microsoft 365 administration, Active Directory, and enterprise ticketing workflows to deliver uncompromised system uptime and end-user productivity. This opportunity offers competitive compensation, executive technical visibility, and exceptional career growth prospects within a premier regional IT consulting enterprise.

Detailed Job Description

As an L2 IT Support Engineer supporting enterprise IT operations in Qatar via MACH Consultants, you will take full operational, tactical, and technical ownership of incident diagnosis, root cause analysis, and escalated hardware/software troubleshooting. Your day-to-day responsibilities include managing user identities in Active Directory, administering Microsoft 365 tenancy services, troubleshooting local and wide area network connectivity issues, and maintaining strict SLA compliance across ticketing systems. You will serve as an escalation point for Tier 1 support teams, ensuring rapid resolution of complex workstation, server, and application anomalies. Furthermore, you will manage application requirements via direct email to Rania Bennoui at [e-mail], ensuring strict compliance with IT service management standards and relevant support experience.

Key Responsibilities

• Provide comprehensive Level 2 (L2) technical support, troubleshooting, and issue resolution for end-users and corporate infrastructure.
• Administer and maintain Microsoft Windows operating systems, client endpoints, and productivity software suites.
• Manage Active Directory user accounts, group policies, permissions, and identity federation services.
• Administer Microsoft 365 cloud services, Exchange online, SharePoint, and Teams tenant environments.
• Diagnose and resolve complex hardware, software, network, and connectivity issues across corporate locations.
• Utilize enterprise ticketing systems (e.g., ServiceNow, Jira Service Desk) to manage incidents, service requests, and SLA compliance.
• Triage, diagnose, and resolve escalated technical support tickets from Tier 1 helpdesk staff.
• Maintain meticulous technical documentation, asset inventories, standard operating procedures, and support knowledge bases.

Required Qualifications & Skills

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related technical discipline.
• Minimum of 2+ years of progressive professional experience in Level 2 IT support and enterprise troubleshooting.
• Strong practical knowledge and hands-on operational experience with Windows OS, Microsoft 365, and Active Directory.
• Proven proficiency in diagnosing and resolving hardware, software, network, and connectivity issues.
• Familiarity with enterprise ticketing systems, incident management workflows, and SLA compliance tracking.
• Demonstrated ability to diagnose and resolve escalated technical issues under tight resolution timelines.
• Excellent communication, interpersonal, and problem-solving capabilities.
• Mandatory legal work eligibility in Qatar with local residency and availability for on-site operations.

Nice-to-Have Skills

• Professional IT certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Network+, ITIL Foundation).
• Experience with endpoint management tools (e.g., Microsoft Intune, SCCM, Jamf) and mobile device management (MDM).
• Prior professional working experience in multinational IT consulting firms or managed service providers (MSPs).
• Familiarity with basic network routing principles, VPN clients, and firewall security policies.

Application Information

• Recruiter: MACH Consultants Human Resources Division
• Contact Name: Rania Bennoui (International Recruiter & IT Recruitment Specialist)
• Email: `[e-mail]`
• Phone:
• Company Website: https://www.machconsultants.com
• Salary/Rate: Market Competitive / Regional IT Consulting Package
• Deadline: Open until filled (Urgent Qatar On-Site Opening)
• Notice Period: Immediate to 30 Days
• Contract Duration: Permanent / Full-Time On-Site (Qatar)

Recruitment Pro Tip

When applying for this L2 IT Support Engineer position at MACH Consultants, ensure your resume explicitly highlights your Microsoft 365 and Active Directory administration experience, your SLA ticketing background, and your escalation handling proficiency.