Senior Information Technology Support Engineer

Job Summary

We are looking for seasoned L3 IT Support Engineers to deliver sophisticated technical assistance across our infrastructure, applications, and network systems. This position emphasizes resolving complex problems, conducting thorough root cause analyses, managing systems, and guaranteeing the optimal performance of IT services according to service level agreements.

Key Responsibilities

• Offer advanced (L3) technical support for escalated hardware, software, and network challenges.
• Conduct detailed troubleshooting and root cause analysis (RCA) for persistent and critical incidents.
• Administer and manage Active Directory, including user accounts, group policies, and access permissions.
• Provide support and troubleshoot Microsoft Office 365 and associated services like Exchange Online, Teams, and SharePoint.
• Manage incidents, problems, and changes in accordance with ITIL best practices.
• Monitor system performance to ensure high availability and uptime.
• Undertake system patching, upgrades, and configuration management tasks.
• Collaborate with infrastructure, network, and security teams to resolve issues effectively.
• Maintain and enhance technical documentation, standard operating procedures (SOPs), and the knowledge base.
• Participate in on-call rotations and manage critical incident responses.

Required Skills & Qualifications

• A minimum of 6 years of experience in IT Support or Infrastructure Support.
• Proficiency in troubleshooting Windows environments, hardware, and enterprise applications.
• Practical experience with Active Directory, including Group Policy Objects (GPOs), user access, and security policies.
• Comprehensive knowledge of Microsoft Office 365 administration and support.
• Experience utilizing ticketing systems such as ServiceNow, Jira, or Zendesk.
• A strong grasp of networking fundamentals including DNS, DHCP, TCP/IP, and VPN.
• Demonstrated experience in incident management, problem management, and root cause analysis.
• Capability to manage high-priority incidents and escalations effectively.
• Strong communication and stakeholder management abilities.

Preferred / Nice-to-Have Skills

• Possession of an ITIL Foundation certification.
• Familiarity with Azure and the Microsoft 365 Admin Center.
• Exposure to endpoint management solutions like Intune or SCCM.
• Understanding of security best practices and compliance standards.
• Experience working within enterprise or managed services environments.