System Engineer L2

Job Description

We are seeking a Mid‑Level IT Support Specialist to provide remote assistance to our customers in the United Arab Emirates. The role involves troubleshooting operating system and application issues, escalated as needed, and ensuring high‑quality support experience.

• Answer incoming calls and respond to customer emails in a timely manner.
• Provide product and service information to customers.
• Document all call information according to standard operating procedures.
• Identify and resolve customer complaints using applicable software.
• Escalate issues to supervisors when necessary.
• Create SOPs for new issues and resolutions.
• Generate call logs and reports.
• Identify trends in customer calls and alert management team.

• 1–3 years of experience in IT support or customer service.
• Strong communication skills and ability to empathize, pacify, and handle irate customers.
• Technical knowledge in troubleshooting base operating system issues.
• Proficiency with troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications over remote support.
• Ability to research required information using available resources and offer solutions to customers.
• Experience in creating and following SOPs and reporting.

Role Level: Mid-Level – Full‑Time – Dubai, United Arab Emirates.