L2 Infrastructure Support Engineer - Incident, Problem & Change

We're Hiring: L2 Infrastructure Support Engineer - Incident, Problem & Change!

Level-2 engineers are responsible for incident, problem, and change management functions in the NOC operations, and may work various shifts as required.

Location

Dubai, United Arab Emirates

Work Mode

Work From Office

Role

L2 Infrastructure Support Engineer - Incident, Problem & Change

Experience

6+ years

Salary

Best in the industry

What You'll Do

• Incident Management: Provide QA for L1 monitoring (ticket building, process adherence, systems monitoring & SLA tracking); serve as technical escalation point for L1 analysts; follow documented escalation processes; offer advanced troubleshooting for platforms and drive issue/problem resolution; recommend process/procedure improvements.
• Problem Management: Perform root cause analysis of problems, propose and implement remediation actions; coordinate with L3/vendors for permanent fixes; implement fault fixes and patches.
• Change & Configuration Management: Implement changes per agreed change management process; activate/deactivate/provision service requests through Change Management; perform approved configuration changes during entity migrations; manage the change process; report on implemented changes.
• Asset Management: Maintain BOQ and licenses, perform asset & license management.
• Vendor Management: Manage relationships with vendors.

Qualifications & Skills

• University degree in a computer related field or equivalent education.
• Hands on experience in configuration and deployment of Cisco Unified Communication products.
• CCIE in Cisco Collaboration Technology or equivalent, or similar certification.
• Minimum six years of experience in IT operations with sound knowledge and experience using ITSM tools such as Manage Engine.
• Proficiency in software including Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat.

Ready to take your career to the next level? Apply now and be part of our dynamic team!