Senior Information Technology Support Engineer

About the role

We are looking for a Senior Information Technology Support Engineer to provide L2/L3 support across our infrastructure, applications and network environment. The role involves resolving complex incidents, performing root‑cause analysis and ensuring the high availability of critical IT services.

Key responsibilities

• Provide advanced technical support for escalated hardware, software and network issues.
• Perform in‑depth troubleshooting and root‑cause analysis for recurring and critical incidents.
• 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 articles.
• 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 and enterprise applications.
• Excellent communication and stakeholder management skills.
• Ability to handle high‑priority incidents and escalations.
• ITIL Foundation certification is a plus.

Required skills

• Windows operating system troubleshooting
• Active Directory (user management, GPOs, 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)
• Azure / Microsoft 365 Admin Center
• Endpoint management tools (Intune, SCCM)