Senior Information Technology Support Engineer
Skills
About This Role
Job Summary
We are seeking experienced
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 (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
- **6 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
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