Second-Level Support Specialist – Technology Service Desk

Firm OverviewLunate is a new Abu Dhabi-based, Partner-led, independent global alternative investment manager with more than 250 employees and $115 billion of assets under management. Lunate invests across the entire private markets spectrum including buyouts, growth equity, early and late-stage venture capital, private credit, real assets, and public equities and public credit. Lunate aims to be one of the world’s leading private markets solutions providers through SMAs and multi-asset class funds, seeking to generate best-in-class risk-adjusted returns for its clients.Role OverviewThe L2 Support Analyst is responsible for providing advanced technical support and issue resolution for business applications, end-user computing, infrastructure, and technology services. The role acts as the primary escalation point from L1 Support, ensuring incidents and service requests are investigated, resolved, or coordinated with the appropriate internal teams and vendors while maintaining agreed service levels.The position plays a key role in ensuring service stability, operational excellence, and a positive user experience across the organization.Key ResponsibilitiesIncident & Service Request ManagementAct as the primary escalation point for incidents and service requests unresolved by L1 Support.Investigate, troubleshoot, and resolve complex technical issues within agreed service levels.Coordinate with vendors and internal specialist teams to resolve service disruptions.Maintain accurate documentation of troubleshooting, resolutions, and workarounds.Application & Platform SupportProvide operational support for applications and cloud services.Support application access management, user administration, and service configuration activities.Perform testing and validation of application enhancements, upgrades, and changes.Assist with application monitoring and service availability management.End User Computing & Endpoint SupportSupport desktops, laptops, mobile devices, and collaboration technologies.Troubleshoot endpoint compliance, device management, connectivity, and performance issues.Assist with software deployment, updates, and endpoint administration activities.Identity & Access ManagementProvision, modify, and revoke user access in accordance with approved requests and security requirements.Support Joiner, Mover, and Leaver (JML) processes.Assist with Single Sign-On (SSO), authentication, and privileged access management activities.Asset & Configuration ManagementMaintain asset records and support lifecycle management activities.Ensure configuration information remains accurate and up to date.Support inventory reviews, audits, and compliance initiatives.Problem Management & Continuous ImprovementIdentify recurring incidents and contribute to root cause analysis.Recommend service improvements and automation opportunities.Contribute to knowledge management and documentation initiatives.Compliance & GovernanceSupport audit, security, risk, and compliance activities.Ensure adherence to IT policies, standards, and operational procedures.Assist with evidence gathering and remediation activities arising from audits and assessments.Technologies & Platforms SupportedThe L2 Support Analyst may be required to support and administer technologies including:Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)Microsoft Entra ID (Azure AD)Microsoft IntuneMicrosoft CopilotWindows End User Computing EnvironmentServiceDesk Plus CloudSingle Sign-On (SSO) PlatformsPrivileged Access Management (PAM) SolutionsEndpoint Compliance & Device Management PlatformsAsset Management SolutionsCollaboration and Productivity PlatformsIdentity & Access Management SolutionsSecurity & Compliance ToolsetsQualifications & Experience5-7 years of experience in IT Support, Application Support, Infrastructure Support, or Service Desk Operations.Strong troubleshooting and analytical skills.Experience supporting cloud-based applications.Experience with identity and access management processes.Familiarity with Incident, Request, Problem, Change, and Asset Management processes.Experience working with ITSM platforms and ticketing tools.Strong customer service and stakeholder management skills.Preferred QualificationsITIL Foundation Certification.Microsoft certifications related to Microsoft 365, Intune, or Entra ID.Experience supporting SaaS platforms and enterprise business applications.Exposure to information security and compliance requirements.Experience working in financial services or regulated environments.