Systems Support L1 L2

Job Description

Job Title: Systems Support L1 L2

Job Location- Dubai

Job Summary

We are seeking a proactive and versatile Systems Engineer (L1/L2) with experience in Office 365, Active Directory, Linux (Red Hat) administration, ServiceNow, and Genesys support. The ideal candidate will support both Windows and Linux environments, handle service requests and incidents, manage enterprise collaboration tools, and assist in supporting contact center infrastructure (Genesys).

Key Responsibilities

L1 Responsibilities:

• Provide first-level support for end-users on issues related to O365 (email, Teams, SharePoint).
• Handle basic user account tasks in Active Directory (password resets, account creation, group membership).
• Respond to incident and service requests via ServiceNow or other ticketing systems.
• Perform routine monitoring and basic administration of Linux (Red Hat) servers.
• Log and escalate tickets related to Genesys systems (workforce issues, call routing issues, user access).
• Document issues and resolutions clearly and thoroughly.
  
  

• Administer Office 365 applications including Exchange Online, Teams, OneDrive, SharePoint, and licensing.
• Manage and troubleshoot Active Directory including GPOs, user access issues, and AD replication.
• Perform intermediate-level Red Hat Linux server administration (user management, services, logs, patching).
• Analyze and resolve issues with Genesys contact center platform – user provisioning, call routing configs, system monitoring.
• Work closely with infrastructure and telecom teams to support Genesys voice platform.
• Coordinate with vendors or L3 teams for critical issues.
• Create or update knowledge base articles and technical documentation.
  
  

• Strong experience in Office 365 administration.
• Solid understanding of Active Directory and Windows Server environments.
• Hands-on experience with ServiceNow or similar ITSM tool.
• Intermediate-level skills in Linux administration, particularly Red Hat Enterprise Linux (RHEL).
• Working knowledge or experience with Genesys Contact Center systems (user and queue management, IVR, call flows).
• Familiarity with networking concepts (DNS, DHCP, VPN, firewalls).
• Proficient with remote access and support tools (RDP, SSH, TeamViewer, etc.).
  
  

• Microsoft Certifications (e.g., MS-900, AZ-104).
• Red Hat certifications (e.g., RHCSA).
• Genesys certification or hands-on administration experience in Genesys Cloud or Genesys Engage.
• ITIL v3/v4 Foundation certification is a plus.