L2 Technical Support Engineer

VAM Systems

VAM Systems is currently looking for L2 Technical Support Engineer for our UAE operations with the following skillsets & terms and conditions:

Required Certifications

• ITIL
  
• MCSE
  
• CCNA
  
• Office 365 certification (preferred)

  Skills & Competencies
  

  • Strong troubleshooting and analytical skills
    
  • Excellent communication and customer service abilities
    
  • Good knowledge of networking, telecommunication systems, and Microsoft technologies
    
  • Familiarity with ITSM processes
    
  • Proactive, self-motivated, and keen to stay updated with modern technologies

    Key Responsibilities
    

    • Provide network and telecommunication services for internal and external customers in an efficient and timely manner.
      
    • Deliver IT support aligned with agreed service levels and troubleshoot network, desktop, and infrastructure-related issues.
      
    • Provide, maintain, and monitor desktop computing environment to ensure seamless desktop services.
      
    • Resolve incidents, service requests, problems, and changes efficiently and within agreed timelines.
      
    • Ensure accurate and timely communication with internal and external customers, keeping them updated on progress and resolutions.
      
    • Stay up to date with the latest technology trends and conduct ongoing research and development to provide innovative solutions.
      
    • Maintain and manage the printing environment in a cost-effective manner while supporting green initiatives.
      
    • Comply with IT policies, procedures, and standards in all daily activities.
      
    • Perform root-cause analysis for recurring issues and recommend long-term preventive solutions.
      
    • Assist in managing and maintaining servers, storage systems, and network equipment as required.
      
    • Deploy and configure hardware, software, patches, and updates to ensure optimal performance and security.
      
    • Monitor system performance, network connectivity, and critical IT services to proactively identify potential issues.
      
    • Maintain accurate documentation for configurations, troubleshooting steps, asset inventories, and procedures.
      
    • Collaborate with L1 and L3 teams for escalations and knowledge sharing to improve overall service delivery.
      
    • Support onboarding and offboarding processes, including device setup, account creation, and access rights management.
      
    • Ensure endpoint security compliance through antivirus updates, policy enforcement, and vulnerability mitigation.