The company is a leading UAE-based consumer technology company, focused on building the digital infrastructure of everyday life, specializing in AI-powered fintech, communication, and digital services. Our flagship platform, botim, is the most trusted fintech communication platform in the region, serving over 150 million users worldwide. We aim to create simplified technology that connects people and enhances financial access for both individuals and SMEs.
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We are seeking an experienced L2 IT Support Engineer with over 4 years of IT support experience. This role involves providing advanced technical assistance and ensuring the stability of our IT infrastructure, managing escalated issues, and administering enterprise systems. The ideal candidate will have strong expertise in Microsoft Exchange, Intune, Entra, Azure VM, AVD, and networking, with exposure to Microsoft security solutions.
Responsibilities:
- Provide second-level support for escalated incidents and service requests.
- Administer and troubleshoot Microsoft Exchange Online.
- Manage and support Microsoft Intune for device enrollment and compliance policies.
- Handle Microsoft Entra ID (Azure AD) tasks including identity management and SSO integration.
- Deploy and manage Azure Virtual Machines (VMs) and support Azure Virtual Desktop (AVD) environments.
- Provide support for AI environments and manage enterprise application lifecycle.
- Configure and troubleshoot networking equipment (HP switches, Fortigate firewalls).
- Implement and maintain IT security best practices, with knowledge of Microsoft Security tools a plus.
- Collaborate with L1 support to resolve complex issues and document solutions.
- Participate in IT projects, upgrades, and system migrations.
- Ensure compliance with IT policies, standards, and security frameworks.
Requirements:
- Strong knowledge of Microsoft Exchange Online.
- Hands-on experience with Intune (MDM/MAM) and Entra ID (Azure AD).
- Experience with Azure Virtual Machines and Azure Virtual Desktop environments.
- Networking expertise with HP switches and Fortigate firewalls.
- Strong troubleshooting skills across Windows OS, Office 365, and enterprise applications.
- Excellent communication and collaboration skills.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 4+ years of experience in IT support, with at least 2 years in L2 support roles.
- Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, or Fortinet NSE are highly desirable.
Nice to Have:
- Multilingual skills for supporting diverse end-user groups, including VIP end-users.
- Familiarity with hybrid cloud architectures and an understanding of backup, disaster recovery, and business continuity solutions.
