Senior 3rd Line Engineer

00Tech IT Consultants

AED 8,000 - 11,999 per month

Downtown Dubai, Dubai, UAE

Full Time

2-5 Years

Male

High-School / Secondary

Posted 9 hours ago

Job Details

Senior 3rd Line Engineer
Location: Dubai (Hybrid) / UK considered
Reports to: CIO / CEO
Type: Full-time, Permanent

About 00Tech
00Tech is the Dubai-based arm of a growing international Managed Service Provider group, delivering managed IT support, cloud, and cybersecurity services to enterprise clients across the UAE and wider region. Backed by an established UK operation and a portfolio of long-standing enterprise relationships, we are scaling our technical delivery capability in Dubai to match a growing book of complex, high-value contracts.
Role Overview
We are looking for a Senior 3rd Line Engineer to act as the technical escalation point for our service desk and a trusted advisor on client environments. You will own the resolution of complex incidents, lead problem management, drive technical project delivery, and mentor 1st and 2nd line engineers. This is a hands-on senior role suited to someone who thrives on owning escalations end-to-end and shaping how we deliver service at scale.
Key Responsibilities

Act as the final internal escalation point for complex technical incidents across Microsoft 365, Azure, networking, security, and on-premises infrastructure.
Lead root cause analysis and problem management, working with the service desk to eliminate recurring issues and improve first-time-fix rates.
Design, scope, and deliver client-facing technical projects including migrations, tenant configurations, security hardening, and infrastructure refreshes.
Own and develop technical documentation, runbooks, and knowledge base articles within HaloPSA.
Mentor and upskill 1st and 2nd line engineers through coaching, shadowing, and structured knowledge transfer.
Contribute to continuous improvement of internal tooling, automation (PowerShell, Python, Graph API), and standard operating procedures.
Engage directly with enterprise clients on technical reviews, change advisory, and pre-sales scoping where required.
Support compliance with relevant UAE data protection frameworks, Cyber Essentials, and ISO-aligned controls where applicable.
Participate in an on-call rota for priority enterprise clients.
Onsite visits to Dubai clients

Essential Experience and Skills

5+ years in an MSP environment, with at least 2 years operating at 3rd line.
Deep expertise across the Microsoft stack: Microsoft 365, Entra ID, Intune, Exchange Online, SharePoint, Teams, and Azure (IaaS and PaaS).
Strong networking fundamentals: firewalls (Fortinet, Sophos, or similar), VPN, VLANs, routing, and SD-WAN concepts.
Hands-on experience with backup and DR solutions (e.g. Veeam, Datto, Azure Backup).
Cybersecurity competence: MDR/EDR tooling, conditional access, MFA, vulnerability management.
PowerShell scripting to an advanced level; familiarity with Python or Graph API automation is a strong plus.
Experience operating within ITIL-aligned service management, ideally on HaloPSA, ConnectWise, or Autotask.
Clear, confident written and verbal communication suitable for enterprise client interactions.

Desirable

Microsoft certifications (MS-102, AZ-104, AZ-305, SC-200, or equivalent).
Experience supporting clients across multiple geographies, ideally UAE and UK.
Exposure to compliance frameworks: ISO 27001, NIST, Cyber Essentials Plus, UAE IA standards.
Experience with automation platforms (e.g. Rewst, Power Automate).
Arabic language skills (not essential).

What We Offer

Competitive tax-free salary, reviewed annually
Medical insurance and end-of-service benefits per UAE labour law
Exposure to enterprise-scale projects and international client work
Clear progression path into technical lead or solutions architect roles

Language

English

Nationality

Any

Company Size

1-10