IT Infrastructure Support Engineer

We are seeking an experienced IT Support Engineer with 5-7 years of experience to join our team. The ideal candidate will have a strong background in resolving technical issues, working with various seniority levels, and a deep understanding of the Microsoft 365 ecosystem. This role requires excellent problem-solving skills, the ability to work independently and within a team, and effective communication with both colleagues and vendors.

Duties & Responsibilities:

• Act as the point of contact for IT support, addressing first-line to advanced third-line technical issues for users at all levels of seniority.

• Providing global support but leading in APAC and helping with the Middle East.

• Capable of working independently but excels in teams – able to prioritise tasks and manage incidents effectively, but experienced enough to know when other opinions are needed.

• Create and update process documentation.

• Use ticketing systems to track and resolve tickets within agreed SLAs.

• Work comfortably with the JIRA/Confluence suite of tools.

• Liaise with vendors to order new equipment or return items as necessary.

• Maintain base-level networking knowledge to assist with network-related issues.

• Demonstrate heavy experience with the Microsoft 365 ecosystem, including InTune, SharePoint, Teams, and Azure.

• Eager to continuously learn new skills and support the business as needed.
  

Qualifications, Skills & Experience:

• 5-7 years of experience in IT support or a related role.

• Relevant industry certifications are advantageous, such as:

• CompTIA Network+/Security+

• Microsoft Certified: Azure Fundamentals/Administrator, Desktop Administrator Associate, Teams Administrator, Security Administrator, Enterprise Administrator

• ITIL Foundation