IT Support Specialist – Level 2

About the role

The IT Support Specialist – Level 2 will work closely with a global client to resolve advanced technical issues, support user devices, and ensure compliance with configuration standards. This contract position is based in Sharjah and requires collaboration with Level 1 staff and network teams.

Key responsibilities

• Resolve advanced technical faults escalated from Level 1, covering operating systems, office applications, and peripheral devices.
• Manage user‑device configurations, standard desktop images, re‑imaging, and deployment procedures.
• Support Active Directory, Exchange services, and remote‑control tools within authorized scope.
• Address connectivity issues with network teams, including IP addressing, DNS, and DHCP settings.
• Monitor device configuration and compliance, and work with configuration‑management and audit teams.
• Analyse tickets to identify trends and propose corrective actions.
• Guide and mentor Level 1 staff on escalated cases.

Required profile

• Bachelor’s degree.
• Minimum 5 years of relevant IT support experience.
• Fluent English and a valid UAE driving licence.
• Professional certifications (e.g., Microsoft Endpoint/Desktop Administrator, CompTIA Network+, ITIL Foundation) are a plus.
• Experience mentoring a Level 1 team.

Required skills

• Advanced Windows client troubleshooting and endpoint management.
• OS imaging and deployment (MDT/WDS, SCCM/Intune or equivalent).
• Active Directory user/computer/group administration and basic Group Policy.
• Exchange mailbox support.
• Networking fundamentals: TCP/IP, DNS, DHCP.
• Remote support tools, problem and trend analysis, technical documentation.