L2 IT Support Engineer

Responsibilities

• Provide second-level support for escalated incidents and service requests.
• Administer and troubleshoot Microsoft Exchange Online, including mail flow and mailbox management.
• Manage Microsoft Intune for device enrollment, compliance policies, and application deployment.
• Handle Microsoft Entra ID (Azure AD) tasks such as identity management, conditional access, MFA, and SSO integration.
• Deploy, manage, and troubleshoot Azure Virtual Machines (VMs) and Azure Virtual Desktop (AVD) environments.
• Support AI environments by managing infrastructure readiness and monitoring workloads.
• Configure, monitor, and troubleshoot networking equipment including HP switches and Fortigate firewalls.
• Implement IT security best practices and manage the enterprise application lifecycle.
• Collaborate with L1 support to resolve complex issues and document solutions in the knowledge base.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of experience in IT support, with at least 2 years specifically in L2 support roles.
• Strong expertise in Microsoft Exchange Online administration.
• Hands-on experience with Microsoft Intune (MDM/MAM) and Entra ID (Azure AD).
• Proven experience managing Azure Virtual Machines and Azure Virtual Desktop.
• Technical proficiency with HP switches and Fortigate firewalls.
• Strong troubleshooting skills across Windows OS and Office 365.

Preferred Qualifications

• Relevant certifications such as Microsoft Certified: Azure Administrator Associate or Microsoft 365 Certified: Messaging Administrator Associate.
• Experience with Fortinet NSE or ITIL Foundation.
• Exposure to Microsoft Security tools like Defender, Sentinel, and Security & Compliance Center.
• Familiarity with hybrid cloud architectures and disaster recovery solutions.
• Multilingual skills to support diverse end-user groups.

About the Company

Astra Tech is a leading UAE-based consumer technology company building the digital infrastructure of everyday life. We focus on AI-powered fintech, communication, and digital services. Our flagship platform, botim, is the region’s most trusted fintech communication platform, serving over 150 million users worldwide.