Technical Support Engineer – L2

**Job Summary:** We are looking for a skilled and proactive **L2 Technical Support Engineer** to join our IT team. The ideal candidate should have strong hands\-on experience in **desktop support, Microsoft 365, Outlook, Active Directory**, and troubleshooting various software\-related issues. You will be responsible for handling escalated technical issues, ensuring smooth IT operations, and providing timely resolutions. **Key Responsibilities:** * Provide **Level 2 technical support** for hardware, software, and network\-related issues. * Troubleshoot and resolve **desktop/laptop issues**, including OS, drivers, and applications. * Manage and support **Microsoft 365 services** (Exchange Online, Teams, OneDrive, etc.). * Handle **Outlook configuration, troubleshooting, and email\-related issues**. * Administer and manage **Active Directory** (user accounts, groups, permissions, password resets). * Diagnose and resolve **software\-related issues** across multiple platforms. * Support installation, configuration, and maintenance of IT systems and applications. * Escalate complex issues to L3 teams when required. * Maintain proper documentation of incidents, solutions, and processes. * Ensure adherence to **SLA and IT policies**. **Required Skills \& Qualifications:** * Strong knowledge of **Desktop Support (Windows OS, hardware troubleshooting)** * Hands\-on experience with **Microsoft 365 \& Outlook** * Good understanding of **Active Directory** (User \& Group Management) * Experience in **software installation, troubleshooting, and support** * Familiarity with **ticketing tools (ServiceNow, Jira, etc.)** * Basic knowledge of **networking concepts (LAN/WAN, VPN)** * Excellent **problem\-solving and communication skills** Pay: RO250\.000 \- RO400\.000 per month Work Location: In person