L3 Support Engineer (Microsoft Infrastructure & Messaging)- Riyadh, KSA

Position Overview

We are seeking a highly skilled and experienced L3 Support Engineer specializing in Microsoft Infrastructure & Messaging to join our dynamic team in Riyadh, Kingdom of Saudi Arabia. In this critical role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring the seamless operation of our clients' Microsoft-based environments. This position demands a deep understanding of Microsoft technologies, exceptional problem-solving abilities, and a commitment to delivering outstanding service.

Key Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex issues across Microsoft infrastructure and messaging systems, including Exchange Server, Active Directory, SharePoint, and Office 365 environments. Utilize analytical skills to identify root causes and implement effective solutions.
• System Optimization: Monitor system performance, proactively identify potential issues, and recommend improvements to enhance stability, security, and efficiency. Collaborate with clients to ensure their Microsoft environments are optimized for peak performance.
• Incident Management: Lead the resolution of high-priority incidents, coordinating with cross-functional teams to minimize downtime and restore services promptly. Document incidents, actions taken, and resolutions in accordance with ITIL best practices.
• Technical Leadership: Provide guidance and mentorship to L1 and L2 support teams, sharing expertise and best practices to elevate the overall support quality. Act as a technical escalation point for complex issues beyond the scope of junior support staff.
• Client Engagement: Serve as a trusted technical advisor to clients, understanding their business requirements and translating them into technical solutions. Maintain clear and professional communication to ensure client satisfaction and build long-term relationships.
• Collaboration & Documentation: Work closely with internal teams, including engineering, development, and project management, to align support activities with organizational goals. Maintain accurate and up-to-date documentation of systems, processes, and resolutions for future reference.
• Security & Compliance: Ensure adherence to security policies, compliance standards, and industry regulations within Microsoft environments. Implement security best practices to safeguard sensitive data and mitigate risks.

Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications such as MCSE (Microsoft Certified Solutions Expert), MCSA (Microsoft Certified Solutions Associate), or MCP (Microsoft Certified Professional) are highly desirable.
• Experience: Minimum of 5 years of hands-on experience in supporting Microsoft infrastructure and messaging systems, with a proven track record in troubleshooting and resolving complex technical issues.
• Technical Proficiency: In-depth knowledge of Microsoft technologies, including Exchange Server (2013/2016/2019/Online), Active Directory, SharePoint, Skype for Business, and Office 365. Familiarity with PowerShell scripting, virtualization technologies (Hyper-V, VMware), and cloud platforms (Azure) is a plus.
• Soft Skills: Excellent communication, problem-solving, and analytical skills. Ability to work under pressure, manage multiple priorities, and deliver results in a fast-paced environment. Strong interpersonal skills to collaborate effectively with clients and internal teams.
• Language Proficiency: Fluency in English is required; proficiency in Arabic is advantageous but not mandatory.

Why Join Us?

As a valued member of our team, you will have the opportunity to work with cutting-edge Microsoft technologies, solve challenging technical problems, and make a significant impact on our clients' business operations. We offer a competitive compensation package, professional growth opportunities, and a collaborative work environment that fosters innovation and excellence. If you are passionate about Microsoft technologies and eager to advance your career in a dynamic setting, we encourage you to apply and become part of our success story.