L2 Systems Engineer – Onsite & Cloud Operations

L2 Systems Engineer – Onsite & Cloud Operations

Location: Abu Dhabi, United Arab Emirates

Work Arrangement: Onsite

Experience Required: 5+ Years

Employment Type: Full-Time / Project-Based

Level: L2 Systems Engineer

Job Summary

We are seeking an experienced L2 Systems Engineer – Onsite & Cloud Operations to support our client environment in Abu Dhabi, UAE .

The successful candidate will serve as the primary onsite technical resource, supporting a combination of physical IT infrastructure, datacenter operations, end-user support, Microsoft 365, Active Directory, Microsoft Entra ID, and core network services .

This is a hands-on role requiring someone who is equally comfortable working inside server rooms and network closets as they are administering Microsoft cloud and identity platforms. The engineer will also act as the onsite "eyes and hands" for remote L3 engineers, architects, and infrastructure teams.

Key Responsibilities1. Datacenter & Hardware Operations

• Perform routine physical inspections of server rooms, network closets, and local datacenter facilities.
• Check rack health, power, cooling, UPS/PDU status, cabling, and general infrastructure conditions.
• Perform hardware troubleshooting and initial fault diagnosis for servers and infrastructure equipment.
• Carry out disk, RAM, PSU, and other hardware component replacements.
• Assist vendors and remote engineering teams with motherboard, server, storage, and hardware diagnostics.
• Support Dell PowerEdge, HPE ProLiant, Cisco, and similar enterprise hardware.
• Perform server and network equipment rack-and-stack activities.
• Support structured cabling, patching, labeling, and cable management.
• Assist with equipment installation, relocation, decommissioning, and disposal workflows.

2. Local User & Desktop Support

• Provide Level 2 onsite technical support to users.
• Troubleshoot escalated desktop, laptop, peripheral, application, and connectivity issues.
• Diagnose LAN, Wi-Fi, VPN, authentication, and network-access problems.
• Perform onsite verification and testing requested by remote L3 engineers or infrastructure teams.
• Support troubleshooting of site-specific outages and infrastructure incidents.
• Coordinate with remote support teams to accelerate incident resolution.

3. Microsoft 365 & Cloud Administration

• Perform day-to-day administration of Microsoft 365 services.
• Manage Exchange Online mailboxes, shared mailboxes, distribution lists, and permissions.
• Support Microsoft Teams, SharePoint Online, and OneDrive for Business.
• Troubleshoot Microsoft 365 access, synchronization, licensing, and connectivity issues.
• Assist with Microsoft Entra ID identity and access management.
• Support user onboarding, modification, and offboarding activities.
• Monitor Microsoft cloud service health and escalate platform-related incidents where required.

4. Active Directory & Identity Management

• Create, modify, disable, and remove Active Directory user accounts.
• Manage security groups, distribution groups, organizational units, and permissions.
• Support Group Policy-related troubleshooting.
• Perform password resets, account unlocks, and access-related administration.
• Manage user and group access across both Active Directory and Microsoft Entra ID .
• Troubleshoot authentication, authorization, and account synchronization issues.

5. DNS, DHCP & Core Infrastructure

• Administer and troubleshoot local DNS services.
• Manage DNS records and investigate name-resolution issues.
• Administer DHCP scopes, leases, and reservations.
• Troubleshoot IP conflicts, DHCP assignment problems, and client connectivity issues.
• Perform basic troubleshooting of local network services before escalation to network engineering teams.

6. Email Security & Messaging Support

• Troubleshoot email delivery and mail-flow issues.
• Investigate Outlook profile, synchronization, and mailbox problems.
• Support email security gateways and Microsoft 365 security controls.
• Assist with anti-spam, anti-phishing, mail-flow rules, and related security policies.
• Diagnose blocked, delayed, rejected, or quarantined email messages.

7. Monitoring & Incident Management

• Monitor infrastructure health dashboards, logs, alerts, and system performance.
• Review server resource utilization, storage, memory, CPU, and service-health indicators.
• Proactively identify and escalate potential infrastructure issues.
• Work through incidents and service requests using the designated ticketing platform.
• Ensure incidents are documented with clear troubleshooting steps and technical findings.
• Escalate complex or unresolved issues to L3 engineers, architects, vendors, or specialist teams.
• Maintain accurate incident history, asset information, and technical documentation.

Required Experience

• Minimum 5 years of hands-on experience in IT infrastructure, systems administration, onsite support, or a similar technical role.
• Strong experience working within hybrid environments combining onsite infrastructure and cloud administration .
• Previous experience supporting enterprise or multi-site IT environments.
• Experience working directly with users as well as remote infrastructure and engineering teams.
• Practical experience supporting server rooms, network closets, and datacenter environments.

Required Technical SkillsMicrosoft Technologies

• Microsoft 365 Administration
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Microsoft Entra ID / Azure Active Directory
• Active Directory Domain Services
• Group Policy
• Windows Server
• Windows 10/11

Infrastructure & Networking

• DNS
• DHCP
• TCP/IP
• LAN/WAN troubleshooting
• VPN troubleshooting
• Wi-Fi troubleshooting
• Basic switching and network connectivity diagnostics

Hardware & Datacenter

• Dell PowerEdge
• HPE ProLiant
• Cisco infrastructure
• Rack-mounted server hardware
• Server component replacement
• CAT6 and fiber cabling
• Rack and stack
• UPS/PDU monitoring
• Server-room and datacenter operational procedures

Messaging & Security

• Exchange Online mail flow
• Email security gateways
• Anti-spam and anti-phishing controls
• Mailbox troubleshooting
• Outlook troubleshooting
• Microsoft 365 security policies

Desired Skills

• Experience working with ITIL-based service management environments.
• Familiarity with enterprise ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.
• Experience coordinating with hardware vendors for break-fix activities.
• Familiarity with remote-management technologies such as Dell iDRAC and HPE iLO.
• Basic PowerShell knowledge for Microsoft 365 and Active Directory administration.
• Strong documentation and technical reporting skills.

Candidate Profile

The ideal candidate should be:

• Technically strong and comfortable working independently onsite.
• Capable of handling both physical infrastructure and cloud-related support.
• Structured and methodical when troubleshooting incidents.
• Comfortable communicating with end users, remote engineers, vendors, and senior technical teams.
• Able to prioritize incidents based on business impact and SLA requirements.
• Proactive in identifying potential hardware, infrastructure, and service issues.
• Professional and customer-focused when working within client environments.

Key Performance Indicators

Ticket SLA Adherence

Maintain strong SLA performance for assigned L2 incidents and service requests.

First-Contact Resolution

Achieve a high resolution rate for incidents that can reasonably be resolved at L2 level without escalation.

Datacenter Operational Health

Ensure scheduled physical checks are completed and infrastructure abnormalities are identified and reported promptly.

Incident Escalation Quality

Provide L3 teams with detailed troubleshooting information, logs, findings, and actions already performed.

User Satisfaction

Maintain a high level of customer satisfaction through professional communication and timely onsite support.

Documentation Accuracy

Ensure tickets, hardware changes, incidents, and infrastructure activities are properly documented.

Work Location

The engineer will be based onsite in Abu Dhabi, UAE and should be available to provide hands-on support at the designated client location.

Candidates currently located in Abu Dhabi or the UAE will be preferred.

Experience Requirement

Minimum: 5+ years of relevant experience in systems administration, Microsoft infrastructure, cloud operations, onsite IT support, and datacenter operations.