Role Summary
The Senior IT Engineer is responsible for providing advanced technical support, maintaining enterprise IT infrastructure, and ensuring the reliability, security, and performance of IT systems. The role involves leading technical initiatives, supporting end users, contributing to IT projects, and collaborating across teams to align technology solutions with business objectives.
Key Responsibilities
- Provide expert-level technical support to end users by diagnosing and resolving complex hardware, software, network, and system-related issues.
- Manage and maintain enterprise IT infrastructure, ensuring high availability, performance, and security of systems and services.
- Assist in the planning, design, and execution of IT projects, including system upgrades, infrastructure enhancements, hardware refresh cycles, and software deployments.
- Participate in Proof of Concept (PoC) initiatives to evaluate new technologies and recommend solutions that support business growth and digital transformation.
- Collaborate with infrastructure, security, application support, and project management teams to resolve complex technical issues and ensure seamless service delivery.
- Communicate and validate technology architecture and solution designs with stakeholders, infrastructure teams, and IT leadership.
- Ensure adherence to agreed Service Level Agreements (SLAs) and proactively identify opportunities for service improvement.
- Implement and maintain data retention, backup, disaster recovery, and business continuity procedures in accordance with organizational policies.
- Develop, update, and maintain comprehensive technical documentation, including standard operating procedures, configurations, and knowledge base articles.
- Monitor and manage IT systems, networks, and security controls to ensure optimal performance and compliance with organizational standards.
- Manage and support IT Service Management (ITSM) platforms and helpdesk tools such as ManageEngine and ServiceNow.
- Support and troubleshoot Unified Communications solutions, including Microsoft Teams and collaboration platforms.
- Configure, monitor, and maintain network infrastructure components, including firewalls, managed switches, VPNs, and web application firewalls (WAFs).
- Provide technical guidance and mentoring to junior IT team members when required.
Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- Minimum 5-8 years of experience in end-user support and enterprise IT environments.
- Strong hands-on experience with Microsoft 365, Azure, Windows Server, Active Directory, networking, and virtualization technologies.
- Experience managing enterprise security solutions, firewalls, and endpoint protection platforms.
- Knowledge of ITIL best practices and IT Service Management frameworks is highly desirable.
- Relevant certifications such as Microsoft Azure Administrator, Microsoft 365 Administrator, ITIL, CCNA, or equivalent certifications are preferred.
- Experience within construction, engineering, real estate, or other project-driven industries would be advantageous.
Key Competencies
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong documentation and process-oriented mindset.
- Customer-focused approach with a commitment to service excellence.
- Ability to work independently and collaboratively within cross-functional teams.
