IT Support Engineer

We are looking for an IT Support Engineer to manage and support our core IT infrastructure, end-user environments, and enterprise systems. This role is responsible for ensuring secure, reliable, and efficient IT operations across multiple office locations, while acting as an escalation point for complex technical issues.

The role combines hands‑on support, systems administration, network and security operations, and continuous improvement of IT services in a fast-paced, 24×7 environment.

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