About the role

Job Description: L2 System Support Engineer

Location	Dubai, UAE (Onsite)
Employment Type	Full-time

Job Summary

We are looking for an L2 System Support Engineer to provide second-level technical support for servers, operating systems, applications, networks, and IT infrastructure. The role involves troubleshooting incidents, resolving technical issues, monitoring systems, and working with L1 support and L3 engineering teams to maintain system availability and performance.

Key Responsibilities

Provide L2 technical support for Windows/Linux servers, Infra applications, and IT infrastructure.
Investigate and resolve incidents escalated by the L1/NOC support team.
Perform troubleshooting, root-cause analysis, and problem resolution.
Monitor system health, performance, availability, and capacity.
Manage user access, permissions, Active Directory, and authentication issues.
Troubleshoot network connectivity, DNS, DHCP, VPN, and related infrastructure issues.
Perform server/application installations, configurations, patching, and upgrades.
Review system and Infra application logs to identify and resolve failures.
Create and maintain technical documentation, SOPs, and knowledge-base articles.
Coordinate with vendors and L3 teams for complex issues.
Follow ITIL processes for incident, problem, and change management.
Participate in scheduled maintenance, upgrades, and after-hours/on-call support when required.
Ensure SLA targets are met and provide regular incident updates.

General Responsibilities

Participate in ITIL-aligned incident, change, problem, and access management processes.
Maintain operational documentation, SOPs, and runbooks.
Provide L3 support and collaborate with vendors for issue resolution.
Generate dashboards, reports, and recommendations on platform performance, utilization, and security.
Support migration, upgrade, and transformation initiatives across cloud and virtualization platforms.

Required Skills & Experience

3–5 years of experience in servers administration or IT infrastructure support.
Strong knowledge of Windows Server and/or Linux.
Experience with Active Directory, Group Policy, DNS, and DHCP.
Good understanding of TCP/IP, LAN/WAN, VPN, and basic networking.
Experience with monitoring and ticketing tools.
Knowledge of virtualization technologies such as VMware.
Basic knowledge of cloud platforms such as Azure is an advantage.
Strong troubleshooting and analytical skills.
Good communication and documentation skills.

Preferred Certifications

Microsoft Certified: Windows Server Hybrid Administrator Associate
Red Hat Certified System Administrator (RHCSA)
Microsoft Azure Administrator Associate (AZ-104)
Ability to work independently and effectively with L1/L3 support teams.
ITIL: ITIL 4 Foundation

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Equivalent practical experience may be considered.

L2 System Engineer