L2 IT Support Engineer

Location: Dubai, UAE 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. Guided by our philosophy, the Blueprint of Simplicity, we design technology around real human behavior, connecting people, enabling financial access, and making everyday experiences effortless. Our flagship platform, botim, is the region’s most trusted fintech communication platform, combining secure VoIP with action-based AI and everyday money tools. Through botim money, we provide financial services that serve both individuals and SMEs, making payments, transfers, and credit simpler and more accessible. Today, the platform serves 150M+ users worldwide. Our lending finance engine, Quantix, powers fast, regulated credit across the ecosystem, including innovative products such as CashNow for instant access. From calls to credit, from daily services to big ambitions, we are rethinking how the region stays connected and financially included. 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, and acting as the technical authority across Microsoft 365, Azure, networking, and enterprise applications. To provide advanced technical assistance and ensure the stability of our IT infrastructure. This role involves managing escalated issues, administering enterprise systems, supporting cloud and AI environments, and ensuring secure application access through SSO. The ideal candidate should have strong expertise in Microsoft Exchange, Intune, Entra, Azure VM, AVD, networking (HP & Fortigate), and exposure to Microsoft security solutions. 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. • Participate in IT projects, upgrades, and system migrations. • Ensure compliance with IT policies, standards, and security frameworks. 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. • Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, Fortinet NSE, or ITIL Foundation are highly desirable. 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. Show more Show less