L2- IT Support Technician

Location: Any of the Emirates ( Al Ain, Abu Dhabi, Dubai, Fujairah, Madinat Zayed, Ras Al Khaimah, Ruwais and Sharjah)

Job Overview

The L2 IT Support Technician is responsible for resolving more complex technical issues that have been escalated from L1 support. This role requires deeper technical knowledge and expertise to diagnose and solve problems related to software, hardware, networking, and other IT systems. You will work closely with other technical teams

and play a key role in ensuring the reliability and efficiency of IT services. Additionally, you will be required to do complex support of audio and visual equipment for various events, meetings, and presentations.

Key Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex technical issues, including system configuration, software and hardware failures, and network problems.
• Incident Management: Take ownership of escalated tickets, ensuring they are resolved in a timely manner and within SLA guidelines.
• Root Cause Analysis: Conduct thorough investigations to identify the underlying causes of recurring issues and recommend long-term solutions.
• Collaboration: Work with other technical teams, such as network administrators, system engineers, and developers, to resolve issues that require specialized knowledge.
• Documentation: Create and update technical documentation, including troubleshooting guides, configuration procedures, and knowledge base articles.
• User Support: Provide technical guidance to end-users and L1 support technicians, ensuring they have the information needed to perform their roles effectively.
• Software and Hardware Support: Assist with the installation, configuration, and maintenance of software applications and hardware devices.
• Continuous Improvement: Identify opportunities to improve IT processes and systems to enhance overall service delivery.
• Work on L2 for other backend systems: Fusion ERP, Banner ERP, Black Board, SMS, SAP BI, Google Dialog, Informatica, Web Services L2 Activities would include track workflow, user login issues, user missing information issues, basic run of queries etc
  
  

Qualifications

Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA, Microsoft Certified Solutions Associate) are highly desirable.

Experience

• Experience: 2-3 years of experience in IT support, with a focus on advanced troubleshooting and problem resolution.
• Technical Skills: Proficiency in operating systems (Windows, macOS, Linux), networking protocols, and IT infrastructure.
• ERP Skills: Proficiency in support in Fusion HCM, Black Board, Integration, Reporting
• Analytical Skills: Strong analytical and problem-solving abilities, with the capacity to understand complex systems and processes.
• Communication: Excellent communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Time Management: Ability to manage multiple issues simultaneously, prioritizing tasks based on urgency and impact.
• Team-Oriented: A collaborative approach, with a willingness to share knowledge and support team members.
  
  

Working Conditions

• Schedule: Standard business hours, with on-call duties or overtime required during critical incidents.
• Environment: Office-based with potential remote support responsibilities.