L2 IT Support Engineer

About the Company

Based in Dubai, UAE, we are a prominent consumer technology firm shaping the digital infrastructure of everyday life with strong emphasis on AI-driven fintech, communication, and digital services.

Our guiding principle, the Blueprint of Simplicity, informs our design of technology to align with authentic human behaviors, enhancing connectivity, financial access, and effortless daily interactions.

Our flagship platform, botim, stands as the region's leading fintech communication solution, merging secure VoIP with AI-enhanced action tools and financial utilities. With botim money, we facilitate accessible financial services for individuals and SMEs, streamlining payments, transfers, and credit. The platform serves over 150 million users globally.

Our lending engine, Quantix, underpins rapid regulated credit options, including innovative offers like CashNow for instant loans.

Role Overview

The role seeks an experienced IT professional with proficient technical and service management skills to oversee our enterprise IT systems. As the leader of the IT support team (levels 1 and 2), you will ensure the reliability, security, and optimal operation of all internal IT infrastructures. This position requires technical mastery over Microsoft 365, Azure services, networking components, and enterprise-grade applications.

Key responsibilities involve delivering advanced technical support, handling escalated issues, administering enterprise software and cloud-based AI setups, ensuring secure application access, and maintaining network devices.

Responsibilities

• Deliver second-tier assistance for escalated IT incidents and service demands.
• Manage Microsoft Exchange Online including mail routing, mailbox administration, and hybrid deployments.
• Oversee Microsoft Intune for device enrollment, enforcing compliance policies, and handling application rollouts.
• Administer Microsoft Entra ID (Azure AD) encompassing identity management, conditional access, MFA, and SSO integration.
• Deploy and maintain Azure Virtual Machines with attention to performance, updates, and backups.
• Support Azure Virtual Desktop infrastructure including session handling, scaling, and app delivery.
• Provide support and resource monitoring for AI infrastructure environments.
• Manage lifecycle of enterprise applications including installation, updates, license management, and troubleshooting.
• Configure, monitor, and troubleshoot networking hardware such as HP switches and Fortigate firewalls.
• Implement and uphold IT security practices; familiarity with Microsoft Defender, Sentinel, and Security & Compliance Center is advantageous.
• Work collaboratively with L1 support to resolve complex technical challenges and mentor accordingly.
• Develop documentation and knowledge base content to support continuous process enhancement.
• Engage in IT projects including system upgrades and migrations.
• Ensure strict adherence to IT policies, standards, and security frameworks.

Qualifications and Requirements

• Proficient in the administration of Microsoft Exchange Online.
• Practical knowledge of Intune (MDM/MAM) and Entra ID (Azure AD) including SSO setups.
• Experienced with Azure Virtual Machines and Azure Virtual Desktop environments.
• Familiarity supporting AI infrastructure including setup, monitoring, and troubleshooting.
• Competent in application deployment, update management, and licensing processes.
• Solid networking expertise with HP switches and Fortigate firewalls.
• Working knowledge of Microsoft security tools such as Defender, Sentinel, and Security & Compliance Center.
• Strong troubleshooting abilities across Windows OS, Office 365, and enterprise apps.
• Skillful in analyzing system logs and performance metrics to resolve escalated support issues.
• Excellent communication and team collaboration skills.
• Bachelor’s degree in Computer Science, IT, or a related domain.
• Minimum 4 years in IT support with at least 2 years focused on L2 support responsibilities.
• Certifications like Microsoft Certified Azure Administrator Associate, Microsoft 365 Messaging Administrator, Fortinet NSE, or ITIL Foundation are highly preferred.

Preferred Attributes

• Multilingual abilities to support diverse user groups including VIPs.
• Knowledge of hybrid cloud environments and foundational understanding of backup, disaster recovery, and business continuity solutions.