Senior Support Engineer

What we do:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What will you do:

The Senior Support Engineer will be responsible for managing and supporting enterprise IT infrastructure with a focus on Windows technologies, Office 365 administration, system patching, and overall infrastructure management. The role requires hands-on expertise in VMware, Nutanix, and ManageEngine platforms to ensure high availability, security, and optimal performance of systems and services. The engineer will also serve as a technical leader in resolving escalated issues, applying strong problem-solving skills and deep technical knowledge to maintain a stable and efficient IT environment.

Key Responsibilities:

- Support and administer Windows Server environments (AD, DNS, DHCP, Group Policies, File/Print Services).

- Execute and oversee system patching cycles across servers, endpoints, and Microsoft environments.

- Administer and support Microsoft 365/O365 services (Exchange Online, Teams, SharePoint Online, OneDrive, Security & Compliance Center).

- Provide user and license management in Microsoft Entra ID / Azure AD.Configure and manage hybrid AD environments and email security (SPF, DKIM, DMARC).

- Administer and maintain VMware vSphere/ESXi/vCenter, and Nutanix AHV/Prism platforms.

- Configure, monitor, and troubleshoot ManageEngine Suite (Endpoint Central, ServiceDesk Plus, AD Manager, etc.).

- Perform capacity planning, system monitoring, and performance optimization.

- Provide Level 2/3 support for escalated issues, conduct root cause analysis, and implement permanent fixes.

- Automate and streamline administrative tasks using PowerShell and scripting.

- Maintain backup, disaster recovery strategies, and documentation.

- Collaborate with security and network teams to ensure infrastructure hardening and compliance.

- Mentor junior engineers and provide technical leadership on projects and escalations.

Functional/Technical Competencies:

- Strong expertise in Windows Server (2016/2019/2022) management.

- Proven experience with patch management tools and processes.

- Hands-on knowledge of:

- Office 365 / Microsoft 365 administration

- VMware vSphere/ESXi/vCenterNutanix AHV/Prism

- ManageEngine products (Endpoint Central, ServiceDesk Plus, ADManager, etc.)

- Proficiency in Active Directory, Group Policy, DNS, DHCP, PKI, WSUS/SCCM.

- Scripting skills in PowerShell, Batch, or Python.Familiarity with ITIL processes (incident, problem, change management).

- FoundationKnowledge of backup/DR solutions (Veeam, Commvault, etc.).

- Strong troubleshooting and documentation skills.

Qualifications & Experience:

- Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field.

- 8+ years of IT infrastructure support and administration experience.

- Experience with cloud integrations (Azure AD, Intune, M365 Security & Compliance).

Certifications:

- Microsoft 365 Certified: Enterprise Administrator Expert

- Microsoft Certified: Windows Server Hybrid Administrator

- AssociateVMware VCP-DCV

- Nutanix Certified Professional (NCP)ITIL