IT Support Engineer (L1/L2)

Clover Infotech

Multiple VacanciesEmployer Active

Posted 2 hrs ago

Experience

1 - 7 Years

Job Location

United Arab Emirates - United Arab Emirates

Education

Bachelor of Science(Computers)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

3 Vacancies

Job Description

Roles & Responsibilities

Role & responsibilities

Key Responsibilities

L1 Responsibilities

  • Provide desktop/laptop support for Windows environments
  • Handle user issues related to O365 (Outlook, Teams, OneDrive)
  • Perform basic troubleshooting for hardware, software, and connectivity issues
  • Support printer issues and basic network connectivity
  • Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, etc.)
  • Provide remote support to users
  • Escalate unresolved issues to L2/L3 teams
  • Maintain logs and documentation

L2 Responsibilities

  • Troubleshoot advanced issues related to:
  • Windows OS, applications, and performance
  • O365 services (Outlook, Teams, mailbox issues, access issues)
  • Manage Active Directory (AD):
  • User creation, modification, password resets, group policies (basic)
  • Diagnose and resolve hardware/software failures
  • Support network basics (IP, DNS, connectivity issues)
  • Handle asset management and IT inventory tracking
  • Participate in incident, change, and problem management processes
  • Ensure adherence to SLA commitments

Desired Candidate Profile

Preferred candidate profile

Technical Skills Required

Strong knowledge of:

  • Windows 10/11 troubleshooting
  • Microsoft Office 365 (Outlook, Teams, SharePoint basics)
  • Active Directory user support

Good understanding of:

  • Hardware troubleshooting (laptops, desktops, peripherals)
  • Basic networking (IP, DNS, DHCP, printers)

Experience with:

  • Ticketing tools (ServiceNow, Remedy, Jira, etc.)
  • Remote support tools (AnyDesk, TeamViewer, SCCM, etc.)

Awareness of:

  • ITIL processes (Incident, Change, Problem management)
  • Asset lifecycle management

Preferred Qualifications

Certifications like:

  • Microsoft Certified (M365, Azure Fundamentals)
  • CompTIA A+ / ITIL Foundation

Experience in enterprise or corporate IT support environments

Key Competencies

  • Strong troubleshooting and analytical skills
  • Good communication and end-user handling ability
  • Ability to work in SLA-driven environment
  • Team player with a customer-centric approach

Company Industry

  • IT - Software Services

Department / Functional Area

  • IT Hardware Support
  • IT Hardware Repair & Maintenance

Keywords

  • IT Support Engineer (L1/L2)

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Clover Infotech

https://www.naukri.com/job-listings-220526030434