Senior Information Technology Support Engineer

About the role

We are looking for a Senior Information Technology Support Engineer to deliver advanced L3 support across our infrastructure, applications and network environments. The role involves resolving complex incidents, performing root‑cause analysis and ensuring high availability of services in line with service level agreements.

Key responsibilities

• Provide L3 technical support for escalated hardware, software and network issues.
• Conduct in‑depth troubleshooting and root‑cause analysis for recurring and critical incidents.
• 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.
• Manage incidents, problems and changes following ITIL best practices.
• Monitor system performance, oversee patching, upgrades and configuration management to maintain high availability.
• Collaborate with infrastructure, network and security teams to resolve cross‑functional problems.
• Maintain and improve documentation, SOPs and knowledge‑base articles.
• Participate in on‑call rotations and handle critical incident escalations.

Required profile

• Minimum 6 years of experience in IT support or infrastructure support.
• Strong troubleshooting expertise in Windows environments and enterprise applications.
• Excellent communication and stakeholder management skills.
• Ability to manage high‑priority incidents and escalations.

Required skills

• Active Directory (GPOs, user access, security policies)
• Microsoft Office 365 administration (Exchange Online, Teams, SharePoint)
• Ticketing tools such as ServiceNow, Jira or Zendesk
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• ITIL incident, problem and change management processes
• Root‑cause analysis and system performance monitoring
• Azure / Microsoft 365 Admin Center (preferred)
• Endpoint management tools (Intune, SCCM) (preferred)
• Security best practices and compliance standards (preferred)