IT Support Engineer

Department : IT Infrastructure
Reports To : IT Manager / IT Head
Shifts : Flexibility to work in 24x5 shifts as per Rota
Role Summary :
The Senior Engineer IT Support is responsible for end-user computing, coordination with service providers for network and infrastructure, backup management, IT project support, vendor management, and licensing administration. The role requires in-depth experience with technologies like Windows 11 Enterprise, Windows Server 2022, Fortinet Firewalls, Microsoft 365 Apps, Intune, and backup systems. It also includes vendor coordination for Microsoft 365 licensing and proactive involvement in IT infrastructure planning and deployments.Key Responsibilities :
1. End-User Device Management :- Deploy, configure, and troubleshoot Windows 11 Enterprise laptops and desktops.- Manage software deployment, security baselines, and patching using Microsoft Intune.- Ensure compliance with endpoint encryption, antivirus, and access policies.2. Network Management and Planning (via Service Providers) :- Coordinate with network service providers for uptime, escalations, and capacity upgrades.- Support Fortinet firewall configuration (VPNs, NAT, routing, security rules).- Assist in planning and documenting network expansions, upgrades, and segmentation.3. Server and Infrastructure Support :- Provide support for Windows Server 2022 (AD, DNS, DHCP, file shares).- Monitor server performance, patch levels, and event logs.- Implement and verify GPOs, domain join processes, and server maintenance routines.4. Backup and Restore Management :- Ensure scheduled backups of critical servers and end-user data are completed.- Monitor backup job statuses, test restores, and report failures.- Work with backup solution vendors to maintain disaster recovery readiness.5. Microsoft 365 Apps, Intune & License Management :- Provide expert support for Microsoft 365 Apps (Outlook, Excel, Teams, OneDrive).- Administer Intune for device enrollment, compliance, MAM/MDM policies, and app deployment.- Coordinate with vendors for procurement, renewal, and allocation of Microsoft 365 licenses (E3, E5, F3).- Track license utilization and optimize cost.6. Application & Software Lifecycle Support :- Oversee installation, updates, and support for enterprise applications.- Maintain a software asset inventory and manage licensing compliance.- Work with internal users to troubleshoot and improve software usability.7. Vendor & Service Provider Management :- Serve as the technical point of contact for IT vendors and service partners.- Monitor and escalate SLA breaches, support vendor evaluations and contract renewals.- Coordinate implementation and support efforts from third-party IT providers.8. Participation in IT Projects :- Collaborate in planning, execution, and documentation of IT infrastructure and application projects.- Provide technical input during procurement, implementation, and testing phases.- Contribute to project rollout plans, user training, and change management.9. Documentation & Reporting :- Maintain SOPs, configuration baselines, asset records, and access control logs.- Provide regular reports on support metrics, compliance posture, and audit readiness.- Document incident RCAs and maintain knowledge base articles for known issues.10. Security & Compliance :- Implement and maintain endpoint security measures including Defender for Endpoint, DLP, and BitLocker.- Support compliance audits (ISO 27001, internal controls) with relevant documentation and technical input.- Review logs from Fortinet, Defender, and Intune to ensure security posture.

Qualifications & Skills :
- Bachelors degree in Computer Science, Information Technology, or equivalent.- 9- 12 years of experience in enterprise IT support or infrastructure roles.- Technical expertise in :1. Windows 11 Enterprise, Windows Server 20222. Microsoft Intune, Microsoft 365 Admin Center3. Fortinet firewall configuration4. Endpoint and server backup systems (e.g., Veeam, Acronis, or similar)- Hands-on experience coordinating with MSPs and software/hardware vendors.- Microsoft and ITIL certifications preferred.- Strong documentation and communication skills.