Information Technology Support Engineer (L2/L3)

About the role

Freedom Broker Global Markets, a subsidiary of Freedom Holding Corp., is looking for a proactive, service-oriented System-Technical Support Engineer / IT Officer to provide L2/L3 support to employees in its Abu Dhabi office. The role keeps the end-user IT environment running smoothly, resolves hardware, software, OS, connectivity and peripheral issues, and handles user requests from first contact through resolution or escalation, including responsive support for senior and VIP staff.

Key responsibilities

• Receive, prioritise and manage incidents and service requests via ServiceDesk, email, phone or in person, keeping accurate records.
• Troubleshoot hardware, software, OS, connectivity and access issues, and support Windows 10/11, macOS and iOS/Android devices.
• Install and support Microsoft Office/Microsoft 365 and other approved applications.
• Diagnose workstation and hardware problems, replace components, set up workstations and coordinate repairs with service centres.
• Support office and meeting-room technology such as printers, video conferencing equipment and IP phones.
• Troubleshoot LAN/Wi-Fi, VPN clients (FortiClient, Cisco AnyConnect, OpenVPN) and VMware Horizon virtual desktops.
• Use system logs to find root causes, escalate specialist requests and keep them resolved.
• Provide discreet, professional support to VIP and senior employees, prioritising business-critical issues.
• Maintain user guides and knowledge-base articles and follow IT and information security procedures.

Required profile

• Strong hands-on experience administering and troubleshooting Windows 10/11 and macOS at support engineer level.
• Understanding of user accounts, access rights, permissions and security policies.
• Practical experience with hardware diagnostics, component replacement and workstation setup.
• Experience with VPN clients and VMware Horizon or similar virtual desktops.
• Experience with an IT ticketing platform (ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management or similar) and writing technical documentation.
• Russian and English are required.

Required skills

• Networking basics (LAN/Wi-Fi, TCP/IP, DNS, DHCP) and connectivity diagnosis with ping, tracert, ipconfig, nslookup.
• Microsoft Office/Microsoft 365 and corporate applications.
• Windows Event Viewer and macOS Console for log analysis.
• Excellent communication and customer-service skills.