We are looking for a proactive, solutions‑driven Senior IT Support Engineer who thrives in fast‑paced environments, takes ownership, and elevates IT operations to the next level. If you love solving complex challenges, optimizing systems, and shaping a secure, scalable tech environment, this role is for you.
Key Responsibilities
1. User Lifecycle & Access Management
- Lead end‑to‑end onboarding and offboarding, ensuring seamless user transitions
- Manage account provisioning, access rights, and hardware allocation
- Administer Entra ID (Azure AD), Microsoft 365, and enterprise systems
- Maintain accurate access controls and compliance with internal policies
- Collaborate with HR and department leads to deliver a smooth user experience
2. IT Infrastructure & Systems Administration
- Administer Microsoft 365 Tenant, Entra ID, Exchange Online, Intune, and cloud services
- Manage Windows Server environments (DNS, DHCP, GPO, file servers, domain controllers)
- Oversee backups, patching, and endpoint protection
- Maintain detailed infrastructure documentation
- Support infrastructure upgrades and lifecycle improvements
3. Advanced IT Support & Escalation Handling
- Act as the senior escalation point for complex L2/L3 issues
- Troubleshoot advanced hardware, software, and network incidents
- Monitor helpdesk queues and ensure SLA compliance
- Mentor junior engineers and provide technical guidance
- Identify recurring issues and implement long‑term fixes
4. Network & Security Operations
- Configure and maintain Fortinet appliances (FortiGate, FortiAnalyzer, FortiClient EMS)
- Manage VPN access, firewall rules, segmentation, and traffic policies
- Implement and monitor security controls and threat mitigation
- Coordinate with vendors for diagnostics, firmware updates, and enhancements
5. IT Policy, Compliance & Governance
- Support IT policy development and enforcement
- Conduct periodic audits of access, assets, and network configurations
- Assist with risk assessments, compliance initiatives, and BCP activities
- Align operations with ITIL service management best practices
6. Projects & Continuous Improvement
- Contribute to infrastructure upgrades, cloud migrations, and modernization projects
- Identify automation and optimization opportunities
- Evaluate new technologies to enhance productivity and security
- Participate in project planning, execution, and documentation
Required Skills & Competencies
- Strong hands‑on experience with Entra ID, DNS/DHCP, Windows Server, Microsoft 365
- Proficiency with Fortinet firewalls, VPNs, and security monitoring
- Experience with endpoint management tools (Intune, SCCM, etc.)
- Solid understanding of IT helpdesk operations and ticketing systems (Keka, Jira, ClickUp)
- Familiarity with ITIL frameworks
- Excellent troubleshooting, analytical, and communication skills
- Strong documentation discipline and attention to detail
- Ability to support multiple office locations and join 24/7 rotations
- Availability for on‑call or emergency escalations
Qualifications
- Bachelor’s degree in IT, Computer Science, or related field
- 5–8 years of hands‑on IT support and systems administration experience
- Preferred certifications:
- Fortinet NSE 4+
- CompTIA Network+ / Security+
- ITIL v4 Foundation