L2 IT Support Engineer
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Key skills for this role
About the Role
Astra Tech seeks an L2 IT Support Engineer to manage enterprise IT environment, provide advanced technical support, and administer Microsoft 365, Azure, networking, and enterprise applications.
Key Skills for This Role
Responsibilities
- Provide second level support for escalated incidents and service requests
- Administer and troubleshoot Microsoft Exchange Online (mail flow, mailbox management, hybrid configurations)
- Manage and support Microsoft Intune for device enrollment, compliance policies, and application deployment
- Handle Microsoft Entra ID (Azure AD) tasks including identity management, conditional access, MFA, and SSO integration
- Deploy, manage, and troubleshoot Azure Virtual Machines (VMs) including performance monitoring, patching, and backup
- Support and maintain Azure Virtual Desktop (AVD) environments, including user session management, scaling, and application delivery
- Provide support for AI environments (infrastructure readiness, resource allocation, monitoring workloads)
- Manage enterprise application lifecycle (installation, updates, license management, troubleshooting)
- Configure, monitor, and troubleshoot networking equipment (HP switches, Fortigate firewalls)
- Implement and maintain IT security best practices; exposure to Microsoft Security tools (Defender, Sentinel, Security & Compliance Center) is a plus
- Collaborate with L1 support to resolve complex issues and provide guidance
- Document solutions, create knowledge base articles, and contribute to process improvements
Requirements
- Strong knowledge of Microsoft Exchange Online administration
- Hands on experience with Intune (MDM/MAM) and Entra ID (Azure AD) including SSO configuration
- Experience with Azure Virtual Machines and Azure Virtual Desktop environments
- Exposure to AI environment support (infrastructure setup, monitoring, troubleshooting)
- Application management skills (deployment, updates, license tracking)
- Networking expertise with HP switches and Fortigate firewalls
- Familiarity with Microsoft Security solutions (Defender, Sentinel, Security & Compliance Center)
- Strong troubleshooting skills across Windows OS, Office 365, and enterprise applications
- Ability to analyze logs, monitor system performance, and resolve escalated issues
- 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
Full Job Posting
About Us
- A leading UAE based consumer technology company, building the digital infrastructure of everyday life with a focus on AI powered fintech, communication, and digital services.
- Our flagship platform, botim, is the region’s most trusted fintech communication platform.
Role Summary
- We are seeking a hands on IT expert with strong technical expertise and services management capabilities to own and manage our enterprise IT environment.
- This role is responsible for master of the IT support team (L1/L2), ensuring the stability, security, and performance of all internal IT systems.
Responsibilities
- Provide second level support for escalated incidents and service requests.
- Administer and troubleshoot Microsoft Exchange Online (mail flow, mailbox management, hybrid configurations).
- Manage and support Microsoft Intune for device enrollment, compliance policies, and application deployment.
- Handle Microsoft Entra ID (Azure AD) tasks including identity management, conditional access, MFA, and SSO integration.
- Deploy, manage, and troubleshoot Azure Virtual Machines (VMs) including performance monitoring, patching, and backup.
- Support and maintain Azure Virtual Desktop (AVD) environments, including user session management, scaling, and application delivery.
- Provide support for AI environments (infrastructure readiness, resource allocation, monitoring workloads).
- Manage enterprise application lifecycle (installation, updates, license management, troubleshooting).
- Configure, monitor, and troubleshoot networking equipment (HP switches, Fortigate firewalls).
- Implement and maintain IT security best practices; exposure to Microsoft Security tools (Defender, Sentinel, Security & Compliance Center) is a plus.
- Collaborate with L1 support to resolve complex issues and provide guidance.
- Document solutions, create knowledge base articles, and contribute to process improvements.
Requirements
- Strong knowledge of Microsoft Exchange Online administration.
- Hands on experience with Intune (MDM/MAM) and Entra ID (Azure AD) including SSO configuration.
- Experience with Azure Virtual Machines and Azure Virtual Desktop environments.
- Exposure to AI environment support (infrastructure setup, monitoring, troubleshooting).
- Application management skills (deployment, updates, license tracking).
- Networking expertise with HP switches and Fortigate firewalls.
- Familiarity with Microsoft Security solutions (Defender, Sentinel, Security & Compliance Center).
- Strong troubleshooting skills across Windows OS, Office 365, and enterprise applications.
- Ability to analyze logs, monitor system performance, and resolve escalated issues.
- 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.
Nice to Have
- Multilingual skills for supporting diverse end‑user groups including VIP end users.
- Familiarity with hybrid cloud architectures and a basic understanding of backup, disaster recovery, and business continuity solutions.
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