IT Support Specialist

IT Support Engineer (L3) – Dubai

Job Summary:*

We are seeking an experienced IT Support Engineer (L2/L3) with strong expertise in *server administration, firewall management, backup solutions (Veeam), and Yeastar systems. The ideal candidate will be responsible for maintaining IT infrastructure, troubleshooting complex issues, and ensuring system security, backup, and uptime across multiple locations.

Key Responsibilities

1. Server & Cloud Administration:

2. Manage and maintain *Windows Server 2022* (Active Directory, DNS, DHCP, Group Policy).

3. Oversee *Odoo ERP* system administration and ensure its seamless integration with other business tools.

4. Perform server installations, upgrades, and patch management.

5. Monitor server performance and troubleshoot hardware and software issues.

6. Manage virtualization platforms like VMware, Hyper-V, and cloud-based services (AWS, Azure*).

7. Ensure *Veeam Backup* solutions are in place for server and data protection (local, NAS, cloud).

8. Firewall & Network Security:

9. Configure, manage, and troubleshoot *FortiGate firewalls* and *Site-to-Site VPNs.

10. Implement security policies, VPNs, and network segmentation to protect sensitive data.

11. Monitor *intrusion detection and prevention systems (IDS/IPS).

12. Conduct periodic network security audits and vulnerability assessments.

13. Ensure that all 300+ internet connections* and *SIM cards* are managed securely.

14. Yeastar Systems Administration:

15. Configure, manage, and troubleshoot Yeastar IP telephony* and *PBX systems*.

16. Maintain and optimize *Yeastar Call Center solutions, VoIP, SIP trunks*.

17. Support *call routing, **IVR configuration*, and integration with other systems.

18. Ensure high availability and *disaster recovery* for telephony systems.

19. Backup & Disaster Recovery:*

20. Implement, monitor, and test *Veeam Backup* solutions for servers and critical data (on-premises and cloud-based).

21. Ensure that backup policies are compliant with business continuity and disaster recovery requirements.

22. Perform regular backup integrity checks and assist in data restoration processes as needed.

23. Antivirus & Security Management:*

24. Administer *Sophos Antivirus* to ensure endpoint protection across the organization.

25. Conduct *regular security scans*, monitor alerts, and resolve any issues related to antivirus software.

26. Ensure that all *IT assets* are protected from malware, ransomware, and other security threats.

27. Technical Support & Troubleshooting:*

28. Provide *L2/L3 support* for complex IT issues related to servers, firewalls, backup solutions, and *Yeastar*/Avaya systems.

29. Handle escalated incidents and ensure timely resolution within *SLAs*.

30. Coordinate with vendors and service providers for issue resolution.

31. Perform *root cause analysis* and implement preventive measures to minimize recurrence.

32. Documentation & Compliance:*

33. Maintain detailed documentation of *IT infrastructure, configurations, and **SOPs*.

34. Ensure IT policies comply with security standards and regulatory requirements.

35. Conduct training and provide *knowledge transfer* to junior IT staff.

Required Skills & Qualifications:*

*Education:* Bachelor's degree in *IT, **Computer Science*, or a related field.

*Certifications (Preferred):*

• *CCNA/CCNP (Cisco)*

• *Microsoft Certified (MCSA/MCSE)*

• *Fortinet NSE4/NSE5

• Avaya Certifications

• Veeam Certified Engineer (Veeam Backup)

• ITIL Certification

Experience:

• 4-8 years of experience in *IT support, with expertise in servers, firewalls, backup solutions, and telephony.

• Hands-on experience with Odoo ERP

• l, Veeam Backup, and Sophos Antivirus.

• Strong knowledge of Windows/Linux server administration, Active Directory, and cloud-based services (AWS, Azure).

• Expertise in managing Yeastar PBX, SIP trunks, and call center solutions*

Preferred Attributes:

Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to work under pressure and handle critical incidents.

Proactive approach to IT operations, with a focus on security and optimization.

Job Type: Full-time

Pay: AED5, AED7,000.00 per month