IT Support Engineer – L1/L2 (Dubai)

About the role

We are seeking an IT Support Engineer (L1/L2) to join our Dubai team. The role involves delivering first‑ and second‑level technical assistance, managing devices and assets, and ensuring smooth operation of Microsoft 365 services for end‑users.

Key responsibilities

• Monitor internet bandwidth and telephone connectivity, liaising with ISPs to resolve issues.
• Deploy, configure, encrypt and secure laptops and desktops, install antivirus and licensed applications, and enforce compliance.
• Handle new‑joiner onboarding and IT induction, including account creation, license assignment, device setup and access provisioning.
• Manage employee off‑boarding, asset recovery and termination of system access.
• Provide on‑call support for Microsoft 365, Outlook and Teams, including after‑hours critical incidents.
• Maintain IT asset inventory, service‑desk dashboards and OEM support contracts (Lenovo, Dell, HP).
• Coordinate hardware troubleshooting, repairs, replacements and contract renewals with OEMs.
• Manage P1‑P3 incidents, ensuring resolution within SLA targets and preparing monthly incident reports.
• Support IT deployments, new system implementations, meeting‑room technology, wireless access and local infrastructure.
• Escalate complex issues to L3 support and follow through to closure, documenting all actions.

Required profile

• Proven L1/L2 IT support experience with a strong hands‑on approach.
• Familiarity with Microsoft 365 suite, Outlook and Teams.
• Experience in asset and endpoint management and incident handling under SLA.
• Ability to work independently, manage on‑call duties and interact with multiple stakeholders.

Required skills

• Microsoft 365, Outlook, Teams
• Windows desktop and laptop deployment, encryption and antivirus
• Asset management and OEM hardware support (Lenovo, Dell, HP)
• Incident management (P1‑P3) and SLA‑based ticket resolution