Microsoft Engineer L2

About the role

NTT DATA is hiring a Microsoft Engineer (L2) in Abu Dhabi. The role provides technical support and operational assistance across Microsoft technologies and enterprise platforms, supporting end users, troubleshooting incidents, helping with service requests and contributing to the stability and performance of Microsoft-based environments. It works closely with customers and internal teams, supports ongoing project delivery and continuous service improvement. The position is full-time and on-site.

Key responsibilities

• Provide technical support to users and administrators across Microsoft technologies and enterprise platforms.
• Support and contribute to the growth of best practices for the delivery of support services.
• Use Microsoft infrastructure, cloud and troubleshooting skills to resolve technical issues and ensure service availability.
• Act as a customer advocate, prioritising and managing assigned incidents, service requests and escalations.
• Collaborate with operations, engineering and project teams to improve support processes and speed up issue resolution.
• Assist with system monitoring, maintenance activities and service improvement initiatives.
• Maintain accurate documentation, knowledge articles and operational records.

Required profile

• Bachelor's degree or equivalent in Information Technology, Computer Science or a related field.
• Relevant ITIL certification.
• Moderate level of experience providing customer-facing technical support.
• Moderate level of experience supporting Microsoft technologies and enterprise infrastructure and cloud environments; SaaS or managed services support experience is desirable.
• Experience analysing log files and performing root cause troubleshooting.
• Familiarity with incident, problem, change and escalation management processes.

Required skills

• Working knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, Teams or related technologies.
• Developing knowledge of Microsoft cloud and infrastructure technologies.
• Exposure to network monitoring and management tools.
• Developing understanding of networking concepts (HTTP, TCP/IP, FTP/SFTP, SOAP, REST) and of XML, JSON and RegEx.
• Desirable: basic understanding of PowerShell scripting and good understanding of database and application support concepts.
• Desirable: developing understanding of ITSM, CMDB and ITIL processes.
• Strong verbal and written customer service and communication skills.