L2 - Technical Support Engineer
Dicetek LLCUnited Arab Emirates17 days ago
ContractInformation Technology
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Position Overview
We are seeking a talented and enthusiastic L2 Technical Support Engineer to join our Technical Support Team. The ideal candidate will be certified in ITIL, MCSE, CCNA, and Office 365 (preferred), and will play a key role in ensuring the continuity, stability and efficiency of our IT services.
Key Responsibilities
We are seeking a talented and enthusiastic L2 Technical Support Engineer to join our Technical Support Team. The ideal candidate will be certified in ITIL, MCSE, CCNA, and Office 365 (preferred), and will play a key role in ensuring the continuity, stability and efficiency of our IT services.
Key Responsibilities
- Provide network and telecommunication services for internal and external customers in an efficient and timely manner.
- Deliver IT support aligned with agreed service levels and troubleshoot network, desktop, and infrastructure-related issues.
- Provide, maintain, and monitor the company's Global desktop computing environment to ensure seamless desktop services.
- Resolve incidents, service requests, problems, and changes efficiently and within agreed timelines.
- Ensure accurate and timely communication with internal and external customers, keeping them updated on progress and resolutions.
- Stay up to date with the latest technology trends and conduct ongoing research and development to provide innovative solutions.
- Maintain and manage the printing environment in a cost-effective manner while supporting the company's Global green initiatives.
- Comply with the company's Global IT policies, procedures, and standards in all daily activities.
- Perform root-cause analysis for recurring issues and recommend long-term preventive solutions.
- Assist in managing and maintaining servers, storage systems, and network equipment as required.
- Deploy and configure hardware, software, patches, and updates to ensure optimal performance and security.
- Monitor system performance, network connectivity, and critical IT services to proactively identify potential issues.
- Maintain accurate documentation for configurations, troubleshooting steps, asset inventories, and procedures.
- Collaborate with L1 and L3 teams for escalations and knowledge sharing to improve overall service delivery.
- Support onboarding and offboarding processes, including device setup, account creation, and access rights management.
- Ensure endpoint security compliance through antivirus updates, policy enforcement, and vulnerability mitigation.
- ITIL
- MCSE
- CCNA
- Office 365 certification (preferred)
- Strong troubleshooting and analytical skills
- Excellent communication and customer service abilities
- Good knowledge of networking, telecommunication systems, and Microsoft technologies
- Familiarity with ITSM processes
- Proactive, self-motivated, and keen to stay updated with modern technologies
Key Skills
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