L2 On-Site Support Specialist (K-12 Education domain)

We have an urgent requirement for L2 On-Site Support Specialist (K-12 Education domain) is required for one of our client in Dubai, UAE  

Strong troubleshooting expertise, hands-on experience in the K-12 education sector,.--MustExperience in Application Support, Software Support, or L2 Support roles..-MustHands-on experience with Microsoft SQL Server.--Must
Job SummaryWe are seeking a highly skilled L2 On-Site Support Specialist to provide technical and operational support for Education Technology solutions, with a primary focus on Student Information Systems (SIS). The role requires strong troubleshooting expertise, hands-on experience in the K-12 education sector, and excellent communication skills in both Arabic and English.The ideal candidate will proactively diagnose and resolve issues, collaborate with technical teams, and ensure seamless system performance while maintaining high levels of customer satisfaction.

Key Responsibilities

• Deliver Level 2 technical support for SIS and related education software applications.


• Investigate, troubleshoot, and resolve application, database, and system-related issues.


• Perform root cause analysis to ensure long-term resolution of incidents.


• Collaborate 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.


• Support system integrations and data synchronization processes.


• Document incidents, resolutions, and create knowledge base articles.


• Manage and track support tickets using Jira, TFS, or Azure DevOps.


• Escalate unresolved issues to development teams with detailed technical analysis.


• Participate in software testing and validation activities.


• Provide on-site user support and training when required.


• Ensure adherence to SLAs and service quality standards.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or Software Engineering.


• 4–5 years of experience in Application Support, Software Support, or L2 Support roles.


• Proven experience supporting Student Information Systems (SIS).


• Experience working within the K-12 education sector.


• Strong understanding of application troubleshooting methodologies.


• Hands-on experience with Microsoft SQL Server.


• Strong SQL querying and database investigation skills.


• Experience with Jira, TFS, or similar ticketing systems.


• Excellent problem-solving, analytical, and investigative skills.


• Strong customer service orientation and ability to work under pressure.

Required SkillsTechnical Skills

• Student Information Systems (SIS)


• Microsoft SQL Server


• SQL Query Writing & Optimization


• Incident Management & Root Cause Analysis


• Application Troubleshooting


• Jira / TFS / Azure DevOps


• Software Testing & Validation

Soft Skills

• Strong problem-solving abilities


• Excellent investigation and analytical skills


• Effective communication skills (Arabic & English)


• Ability to manage multiple priorities


• Team collaboration


• Attention to detail


• Customer-focused mindset

Preferred Qualifications

• Understanding of application integrations and APIs.


• Familiarity with cloud-based applications and services.


• Experience with Azure DevOps and modern support practices.

Nice to Have

• 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 in Education Technology / K-12 Education