Overview
L2 Onsite Support Specialist Jobs in United Arab Emirates at Business Umbrella – Recruitment, Training, Consulting, Licensing Healthcare Education Real estate
Job Summary
We are seeking an experienced L2 On-Site Support Specialist to provide technical support and
operational assistance for Education Technology solutions, primarily Student Information Systems (SIS). The ideal candidate will have strong troubleshooting capabilities, experience in
the K-12 education sector, and excellent communication skills in both Arabic and English. The role requires a proactive individual with strong analytical, problem-solving, and investigation skills who can effectively diagnose issues, collaborate with technical teams, and ensure high levels of customer satisfaction.
Key Responsibilities:
- Provide Level 2 technical support for SIS, and related education software applications.
- Investigate, troubleshoot, and resolve application, database, and system-related issues.
- Analyze incidents and identify root causes to ensure long-term resolution.
- Work closely with customers, end-users, functional teams, and development teams to resolve complex support cases.
- Monitor system performance and proactively identify potential issues.
- Execute SQL queries for data validation, troubleshooting, and reporting purposes.
- Support system integrations and data synchronization processes.
- Document incidents, resolutions, and knowledge base articles.
- Manage and track support tickets using Jira, TFS, or similar ticketing systems.
- Escalate unresolved issues to development teams with detailed technical analysis.
- Participate in software testing and validation activities when required.
- Provide on-site user support and training when necessary.
- Ensure adherence to support SLAs and service quality standards.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Software
- Engineering, or a related field.
- 4-5 years of experience in a similar Application Support, Software Support, or L2 Support role.
- Proven experience supporting Student Information Systems (SIS).
- Experience working within the K-12 education sector.
- Strong understanding of software application support and troubleshooting methodologies.
- Hands-on experience with Microsoft SQL Server.
- Strong SQL querying and database investigation skills.
- Experience working with Jira, TFS (Team Foundation Server), or similar ticket management tools.
- Excellent problem-solving, analytical, and investigative skills.
- Strong customer service orientation and ability to work under pressure.
- Fluent in Arabic and very good in English (spoken and written).
Preferred Qualifications
- Understanding of application integrations and APIs.
- Familiarity with cloud-based applications and services.
- Experience with Azure DevOps and modern support practice.
- Previous experience supporting large-scale educational institutions.
- Knowledge of educational business processes, student lifecycle management, and academic operations.
- Software development or coding experience to assist in troubleshooting and defect analysis.
- Experience Required: 4-5 Years
- Industry Preference: Education Technology / K-12 Education
Title: L2 Onsite Support Specialist
Company: Business Umbrella – Recruitment, Training, Consulting, Licensing Healthcare Education Real estate
Location: United Arab Emirates
