IT Support Engineer

Overview

Key Responsibilities

• User Lifecycle Management: Manage onboarding and offboarding of employees, including user account provisioning/deprovisioning, email access, and hardware allocation. Configure users in Entra ID (AD), Microsoft 365, and related systems, ensuring appropriate access controls and security group assignments.
• Systems & Infrastructure Administration: Administer Microsoft 365 tenant, Entra ID, Exchange Online, Intune, and Windows Server environments. Manage domain controllers, DNS, DHCP, file servers, backups, patching, and endpoint protection while maintaining accurate infrastructure documentation.
• IT Helpdesk & Support Operations: Act as an escalation point for Level 2 support issues, troubleshooting complex hardware, software, and network problems. Monitor ticket queues and ensure timely resolution in line with SLAs.
• Network & Security Management: Configure, monitor, and maintain Fortinet firewalls (FortiGate, FortiAnalyzer, FortiClient EMS), VPNs, LAN/WAN infrastructure, switches, routers, and wireless networks. Ensure secure Wi-Fi configurations, network segmentation, high availability, and ongoing firmware updates.
• Cloud & Identity Security: Implement and manage MFA, Conditional Access, and Privileged Identity Management (PIM) in Entra ID. Monitor sign-in activity, identity risks, and ensure alignment with Zero Trust security principles.
• Endpoint & Device Management: Deploy and manage devices using Windows Autopilot and Intune. Enforce compliance policies, BitLocker encryption, security baselines, and monitor endpoint health through analytics.
• Monitoring & Incident Management: Proactively monitor systems using Microsoft Defender, Azure Monitor, and Log Analytics. Perform root cause analysis (RCA), maintain incident documentation, and support escalation during critical outages.
• Backup, DR & Compliance: Manage backup solutions for servers, Microsoft 365, and endpoints. Support disaster recovery planning, testing, audits, and IT risk assessments to ensure business continuity.
• Vendors, Assets, & Automation: Coordinate with vendors for procurement and support, manage IT asset lifecycle and renewals, and automate routine tasks using PowerShell or Bash to improve efficiency.

Qualifications & Requirements

• 5–7 years of experience in IT support and systems administration
• Strong hands-on experience with Microsoft 365, Entra ID, Windows Server, DNS, and DHCP
• Experience with Fortinet firewalls, VPNs, and network troubleshooting
• Knowledge of endpoint management tools (Intune, SCCM, or equivalent)
• Experience working with ITSM / helpdesk tools (e.g., Jira, Keka, ClickUp)
• Familiarity with ITIL principles and service management practices
• Strong troubleshooting, documentation, and communication skills
• Willingness to work in a 24×7 support environment and support multiple locations
• Availability for on-call or emergency support when required

Preferences

• Fortinet NSE 4 or higher
• CompTIA Network+/Security+
• ITIL v4 Foundation

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