Senior Information Technology Support Engineer

About This Role

Job Summary

We are seeking experienced L2/L3 IT Support Engineers to provide advanced technical support across infrastructure, applications, and network environments. The role focuses on complex issue resolution, root cause analysis, system administration, and ensuring high availability of IT services in line with SLAs.

Key Responsibilities

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

Required Skills & Qualifications

• 5 years of minimum experience in IT Support / Infrastructure Support
• Strong troubleshooting expertise in Windows environments, hardware, and enterprise applications
• Hands-on experience with Active Directory (GPOs, user access, security policies)
• Strong knowledge of Microsoft Office 365 administration and support
• Experience with ticketing tools (ServiceNow, Jira, Zendesk, etc.)
• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience in incident management, problem management, and RCA
• Ability to handle high-priority incidents and escalations
• Good communication and stakeholder handling skills

Preferred / Nice-to-Have Skills

• ITIL Foundation certification
• Experience with Azure / Microsoft 365 Admin Center
• Exposure to endpoint management tools (Intune, SCCM)
• Knowledge of security best practices and compliance standards
• Experience in enterprise or managed services environments