Expert L2 Technical Support Engineer (Microsoft Enterprise Solutions)

Job Description: We are seeking an expert Level 2 Technical Support Engineer with deep expertise in Microsoft enterprise solutions to join our team. In this role, you will be responsible for providing advanced technical support and troubleshooting for a variety of Microsoft technologies, including Microsoft Exchange, Microsoft 365 services (cloud-based, hosted on OCI in Jeddah), Microsoft File Servers, and Microsoft Active Directory. The ideal candidate will possess the ability to independently diagnose and resolve complex issues without relying on vendor support. This position will be part of our managed services team, providing critical support to our customer within the parameters of the SLA (Service Level Agreement).

Responsibilities:

1. Provide expert-level technical support and troubleshooting for Microsoft enterprise solutions, including Exchange, Microsoft 365 services, File Servers, and Active Directory.
2. Diagnose and resolve complex technical issues independently, utilizing advanced troubleshooting techniques and best practices.
3. Collaborate with cross-functional teams and stakeholders to resolve escalated technical issues and ensure timely resolution.
4. Document and maintain accurate records of technical issues, solutions, and troubleshooting steps.
5. Proactively identify and address potential issues or areas for improvement within the Microsoft technology stack.
6. Stay updated on the latest trends, technologies, and best practices in Microsoft enterprise solutions and IT infrastructure.
7. Adhere to SLA requirements and ensure compliance with contractual terms and payment schedules.
8. Provide technical guidance and mentorship to junior team members as needed.

Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or related field.
2. Minimum of 5 years of experience in technical support or IT infrastructure management, with a focus on Microsoft enterprise solutions.
3. Deep expertise in Microsoft Exchange, Microsoft 365 services (cloud-based), Microsoft File Servers, and Microsoft Active Directory.
4. Proven ability to independently troubleshoot and resolve complex technical issues without vendor support.
5. Strong understanding of ITIL (Information Technology Infrastructure Library) framework and service management principles.
6. Excellent communication and interpersonal skills, with the ability to effectively interact with clients, stakeholders, and team members.
7. Experience working within SLA-driven environments and managing customer expectations.
8. Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Messaging Administrator Associate, or equivalent certifications are preferred.