Information Technology Support Engineer

About the role

We are looking for experienced L2/L3 IT Support Engineers to provide advanced technical assistance across infrastructure, applications, and network environments. The role focuses on complex issue resolution, root‑cause analysis, system administration, and maintaining high availability of IT services in line with service level agreements.

Key responsibilities

• Provide advanced (L2/L3) support for escalated hardware, software, and network incidents.
• Perform in‑depth troubleshooting and root‑cause analysis for recurring and critical issues.
• Manage and administer Active Directory, including user management, group policies, and access control.
• Support and troubleshoot Microsoft Office 365 services such as Exchange Online, Teams, and SharePoint.
• Handle incident, problem, and change management following ITIL practices.
• Monitor system performance, ensure high availability, and manage patching, upgrades, and configuration.
• Collaborate with infrastructure, network, and security teams to resolve issues.
• Maintain and improve documentation, SOPs, and knowledge base.
• Participate in on‑call rotations and critical incident management.

Required profile

• Minimum 5 years of experience in IT/Infrastructure support.
• Strong troubleshooting expertise in Windows environments, hardware, and enterprise applications.
• Excellent communication and stakeholder management skills.
• Ability to handle high‑priority incidents and escalations.

Required skills

• Windows environment troubleshooting
• Hardware and enterprise application support
• Active Directory (GPOs, user access, security policies)
• Microsoft Office 365 administration (Exchange Online, Teams, SharePoint)
• Ticketing tools (ServiceNow, Jira, Zendesk)
• Networking concepts (DNS, DHCP, TCP/IP, VPN)
• Incident, problem, and change management (ITIL practices)
• Root‑cause analysis
• Azure / Microsoft 365 Admin Center
• Endpoint management tools (Intune, SCCM)
• Security best practices and compliance standards