IT Support Engineer (L2)

IT L2 Support Engineer:

IT Support Engineer with experience providing second-level technical support for end-user systems, hardware, software, telephony, servers, and network infrastructure. Skilled in troubleshooting user issues, incident management, remote support, system installation and configuration, and coordination with L1/L3, system, network, and application teams.

Key Responsibilities:

• Provide L2 technical support to end-users through phone, email, remote support, and in-person assistance.
• Troubleshoot and resolve Windows, desktop, laptop, hardware, software, printer, peripheral, and connectivity issues.
• Diagnose and resolve LAN, WAN, IP, DNS, DHCP, VPN, Wi-Fi, and basic network-related issues.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, peripherals, and business applications.
• Provide remote support to geographically distributed users and coordinate with relevant teams for complex issues.
• Handle IT incidents according to SLA requirements, document troubleshooting activities, and maintain accurate ticket records.
• Analyze recurring issues and escalate unresolved incidents to system administrators, network engineers, application teams, or vendors when required.
• Communicate technical issues and solutions clearly to non-technical users and provide regular updates until resolution.
• Maintain documentation for IT systems, configurations, troubleshooting procedures, and support activities.
• Assist users with system configuration, applications, access-related issues, and general IT operations.
• Provide user guidance and basic training on IT systems, applications, and workplace technologies.
• Collaborate with L1 support, system administrators, network engineers, application teams, and vendors to resolve complex incidents.
• Identify recurring problems and recommend process improvements, automation, and service improvements.

IP Telephony & PABX Support:

• Installed, configured, maintained, and troubleshot Alcatel OXO/OXE PABX systems, including extensions, IP phones, SIP phones, DECT phones, and system upgrades.
• Configured and supported Alcatel IP, SIP, and wireless DECT phones, including extension registration, user configuration, voice connectivity, and troubleshooting.
• Installed and configured Avaya IP Office systems and supported Avaya IP telephony environments, including extensions, IP phones, and basic system troubleshooting.
• Configured and troubleshot Cisco IP Phones, including phone registration, extension configuration, and basic voice connectivity issues.
• Performed troubleshooting of IP telephony, extensions, voice ports, SIP/DECT connectivity, and PABX-related issues.
• Coordinated with vendors and telecom teams for complex telephony incidents, upgrades, and system-related issues.

Network, Security & Infrastructure Support:

• Install, configure, monitor, maintain, and troubleshoot network infrastructure, including switches, routers, wireless access points, firewalls, and network security devices.
• Troubleshoot LAN, WAN, Wi-Fi, VLAN, IP addressing, DNS, DHCP, routing, and network connectivity issues.
• Configure and support wireless Access Points (APs) and troubleshoot user connectivity, authentication, and coverage-related issues.
• Provide basic administration and troubleshooting of firewalls and network security devices, including security policies, NAT, VPN, routing, and connectivity issues.
• Monitor and troubleshoot network security-related incidents and coordinate with network/security teams for complex issues.
• Assist with VPN connectivity, site-to-site VPN, remote-access VPN, and firewall-related troubleshooting.

Core Skills:

IT Support: L2 Support, Desktop Support, Remote Support, Incident Management, Troubleshooting, SLA Management

Networking: LAN, WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, IP Addressing, Basic Routing & Switching, Firewall and network security devices

Systems: Windows, Hardware & Software Installation, Printers, Peripherals, User Support

Telephony: Alcatel OXO/OXE, Avaya IP Office, Cisco IP Phones, SIP, DECT, IP Telephony

Support Operations: Ticketing Systems, Documentation, Vendor Coordination, User Training, Escalation Management

Pay: AED4,000.00 - AED5,500.00 per month

Application Question(s):

• Are you willing to accept the salary range mentioned?
• What is your notice period?

Work Location: In person