Information Technology Infrastructure Engineer (L3 Support)

About the role

We are looking for an experienced Information Technology Infrastructure Engineer to join our team in Abu Dhabi. The role focuses on providing advanced L3 support across hardware, software, and network environments, ensuring high availability of IT services.

Key responsibilities

• Provide advanced (L3) technical support for escalated hardware, software, and network issues.
• Perform in‑depth troubleshooting and root‑cause analysis for recurring and critical incidents.
• Manage and administer Active Directory, including user management, group policies, and access control.
• Support and troubleshoot Microsoft Office 365 services such as Exchange Online, Teams, and SharePoint.
• Handle incident, problem, and change management following ITIL practices.
• Monitor system performance to ensure high availability and uptime.
• Execute patching, system upgrades, and configuration management.
• Collaborate with infrastructure, network, and security teams to resolve issues.
• Maintain and improve documentation, SOPs, and knowledge‑base articles.
• Participate in on‑call rotations and manage critical incidents.

Required profile

• Minimum 6 years of experience in IT support or infrastructure support.
• Strong troubleshooting expertise in Windows environments, hardware, and enterprise applications.
• Hands‑on experience with Active Directory (GPOs, user access, security policies).
• Proficient in Microsoft Office 365 administration and support.
• Experience with ticketing tools such as ServiceNow, Jira, or Zendesk.
• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPN).
• Proven ability in incident, problem management and root‑cause analysis.
• Excellent communication and stakeholder handling skills.

Required skills

• Active Directory
• Microsoft Office 365
• ServiceNow
• Jira
• Zendesk
• Windows Server
• DNS
• DHCP
• TCP/IP
• VPN
• Incident Management
• Problem Management
• Root Cause Analysis
• Azure
• Microsoft 365 Admin Center
• Intune
• SCCM