L1/L2 Engineer (IT Service Support Engineer)
Full-time
Mid
Description
Job Title: L1/L2 Technical Support Engineer
Location: Dubai, UAE
About Real Secure Infrastructure LLC
Real Secure is a Dubai-based IT services company specializing in Managed IT Services, Cybersecurity, IT Projects,and Software Development. We help businesses across the UAE protect their infrastructure, streamline operations, and stay ahead with cutting-edge technology. As a trusted IT partner, we focus on delivering high-quality support with a strong emphasis on service, security, and reliability.
Position Overview
We are seeking a motivated and skilled L1/L2 Technical Support Engineer to join our team in the UAE. The ideal candidate will provide technical assistance to end-users, manage IT infrastructure support tasks, and ensure timely resolution of incidents and service requests. This role requires strong troubleshooting skills, excellent communication, and a customer-first mindset. A valid UAE Driving License is mandatory.
Key Responsibilities
• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, and other IT equipment.
• Respond to support tickets, phone calls, and emails to resolve technical issues promptly.
• Install, configure, and troubleshoot operating systems (Windows/macOS/Linux) and commonly used business applications (Microsoft 365, antivirus, backup tools, etc.).
• Perform network troubleshooting including switches, routers, wireless access points, and firewalls, under guidance from senior engineers.
• Manage user accounts, permissions, and email configurations such as in Active Directory and Microsoft 365.
• Assist with endpoint security, patch management, and backup monitoring.
• Document issues, resolutions, and update the knowledge base for recurring incidents.
• Escalate complex issues to senior engineers when required, while ensuring proper follow-up with end-users.
• Support on-site visits for hardware installation, preventive maintenance, and troubleshooting.
Requirements
• Valid UAE Driving License (mandatory).
• Minimum 2 years’ experience in IT technical support or a related role.
• Bachelor’s degree or diploma in Computer Science, Information Technology, or related field.
• Strong knowledge of:
• Windows & macOS operating systems
• Microsoft 365 / Exchange Online
• Networking basics (TCP/IP, DNS, DHCP, VPN)
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Familiarity with remote monitoring and managementtools is an advantage.
• Basic understanding of cybersecurity practices and endpoint protection solutions.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Fluent in English (Arabic is an advantage).
Preferred Skills
• IT certifications such as CompTIA A+ or Network+, Microsoft Certified Fundamentals, or equivalent.
• Hands-on experience with ticketing systems and knowledge of ITIL practices.
• Exposure to backup and disaster recovery solutions.
Job Type: Full-time
Pay: AED4,000.00 - AED5,000.00 per month
Application Question(s):
• As mentioned in the job posting, this role has a defined salary range. Is that acceptable to you?
Experience:
• IT Support: 2 years (Required)
Language:
• English well enough to communicate clearly? (Required)
License/Certification:
• driving license (Required)
Location:
• Dubai (Required)
Location: Dubai, UAE
About Real Secure Infrastructure LLC
Real Secure is a Dubai-based IT services company specializing in Managed IT Services, Cybersecurity, IT Projects,and Software Development. We help businesses across the UAE protect their infrastructure, streamline operations, and stay ahead with cutting-edge technology. As a trusted IT partner, we focus on delivering high-quality support with a strong emphasis on service, security, and reliability.
Position Overview
We are seeking a motivated and skilled L1/L2 Technical Support Engineer to join our team in the UAE. The ideal candidate will provide technical assistance to end-users, manage IT infrastructure support tasks, and ensure timely resolution of incidents and service requests. This role requires strong troubleshooting skills, excellent communication, and a customer-first mindset. A valid UAE Driving License is mandatory.
Key Responsibilities
• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, and other IT equipment.
• Respond to support tickets, phone calls, and emails to resolve technical issues promptly.
• Install, configure, and troubleshoot operating systems (Windows/macOS/Linux) and commonly used business applications (Microsoft 365, antivirus, backup tools, etc.).
• Perform network troubleshooting including switches, routers, wireless access points, and firewalls, under guidance from senior engineers.
• Manage user accounts, permissions, and email configurations such as in Active Directory and Microsoft 365.
• Assist with endpoint security, patch management, and backup monitoring.
• Document issues, resolutions, and update the knowledge base for recurring incidents.
• Escalate complex issues to senior engineers when required, while ensuring proper follow-up with end-users.
• Support on-site visits for hardware installation, preventive maintenance, and troubleshooting.
Requirements
• Valid UAE Driving License (mandatory).
• Minimum 2 years’ experience in IT technical support or a related role.
• Bachelor’s degree or diploma in Computer Science, Information Technology, or related field.
• Strong knowledge of:
• Windows & macOS operating systems
• Microsoft 365 / Exchange Online
• Networking basics (TCP/IP, DNS, DHCP, VPN)
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Familiarity with remote monitoring and managementtools is an advantage.
• Basic understanding of cybersecurity practices and endpoint protection solutions.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Fluent in English (Arabic is an advantage).
Preferred Skills
• IT certifications such as CompTIA A+ or Network+, Microsoft Certified Fundamentals, or equivalent.
• Hands-on experience with ticketing systems and knowledge of ITIL practices.
• Exposure to backup and disaster recovery solutions.
Job Type: Full-time
Pay: AED4,000.00 - AED5,000.00 per month
Application Question(s):
• As mentioned in the job posting, this role has a defined salary range. Is that acceptable to you?
Experience:
• IT Support: 2 years (Required)
Language:
• English well enough to communicate clearly? (Required)
License/Certification:
• driving license (Required)
Location:
• Dubai (Required)