Senior IT Engineer

We are looking for an experienced IT Tech Lead / Senior IT Engineer to join the IT team and take ownership of day-to-day IT infrastructure, End User Computing, technical support, and IT operations.

The role will be responsible for supporting Windows and macOS environments, endpoint management, networking, server infrastructure, Microsoft 365 IT security, vendor management, infrastructure projects, and global IT support. The ideal candidate should have strong hands-on technical experience, excellent troubleshooting and problem-solving skills, and the ability to work independently in a global IT environment. The candidate will also be expected to coordinate with global IT, cybersecurity, infrastructure, application teams, and external service providers.

The role requires daily onsite presence to provide hands-on technical support and ensure smooth IT operations. The candidate may also be required to provide weekend and extended-hours support for planned activities, infrastructure changes, system upgrades, migrations, events, or critical business requirements, based on business needs.

The candidate will have responsibilities across the following functions:

End User Computing and IT Support:

• Provide Level 2/Level 3 technical support for Windows and macOS users.
• Troubleshoot hardware, operating system, application, network, VPN, printing, collaboration tools, and peripheral issues.
• Support laptops, desktops, Apple devices, monitors, docking stations, meeting-room equipment, and other IT peripherals.
• Manage onboarding, offboarding, device provisioning, configuration, and troubleshooting.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and related services.
• Provide technical support to local and global users as required.
• Maintain a high level of customer service and ensure timely resolution of incidents and service requests.

Endpoint and Device Management:

• Administer and support endpoint management platforms such as Microsoft Intune, Microsoft Entra ID, SCCM/MECM, Jamf, or similar tools
• Manage Windows and macOS device enrollment, configuration, compliance, software deployment, and security policies.
• Support Apple Business Manager (ABM) and automated device enrollment where applicable.
• Maintain accurate hardware and software inventory.
• Ensure endpoint devices comply with company IT and security standards.
• Assist with endpoint security, patching, encryption, antivirus/EDR, and device compliance activities.

Network and Infrastructure Support:

• Provide hands-on support for LAN/WAN, Wi-Fi, VPN, firewalls, switches, routers, access points, and network connectivity.
• Troubleshoot network connectivity and performance issues.
• Coordinate network installations, switch/AP deployments, structured cabling, and office infrastructure activities.
• Work with network and security teams for complex network issues.
• Monitor basic network and infrastructure health and escalate issues when required.
• Maintain documentation for network and infrastructure environments.

Server and Infrastructure Knowledge:

• Provide basic to intermediate support for Windows/Linux server environments.
• Troubleshoot server connectivity, services, authentication, file shares, DNS, DHCP, and related infrastructure issues.
• Work with global infrastructure teams on server, cloud, backup, and infrastructure-related activities.
• Understand virtualisation and cloud infrastructure concepts.
• Participate in infrastructure upgrades, migrations, and technology refresh projects.

IT Security and Compliance:

• Follow and implement company IT security policies and standards.
• Support endpoint security, device compliance, patch management, encryption, and access controls.
• Work with Cybersecurity teams on security incidents and remediation activities.
• Support security tools such as Microsoft Defender, Intune, Entra ID, Netskope, or equivalent technologies.
• Assist with IT audits, security assessments, and compliance requirements.
• Ensure IT assets and endpoints meet required security standards.

Vendor and Service Provider Management:

• Manage day-to-day activities with IT vendors and service providers.
• Coordinate hardware procurement, warranty, repair, replacement, installation, and support activities.
• Manage vendor tickets, escalations, SLAs, and service quality.
• Coordinate network, telecom, infrastructure, AV, and IT support vendors.
• Review vendor performance and ensure agreed service levels are maintained.
• Support IT procurement, quotations, technical evaluations, and implementation activities.

IT Projects and Infrastructure Deployment:

• Lead or participate in IT infrastructure and technology projects.
• Support network deployment, IT equipment deployment, and technology refresh projects.
• Coordinate technical activities across internal teams and external vendors.
• Prepare project plans, technical documentation, implementation plans, and handover documentation.
• Ensure projects are delivered within agreed timelines and technical standards.
• Provide technical leadership during IT changes and infrastructure deployments.

Global IT Support and Collaboration:

• Work closely with global IT, infrastructure, cybersecurity, applications, and service desk teams.
• Provide technical support across different geographical locations and time zones when required.
• Participate in global IT initiatives and technology standardisation projects.
• Follow global IT processes, standards, and governance.
• Act as the local technical point of contact for global IT teams.

IT Operations and IT Asset Management:

• Maintain IT asset inventory and lifecycle information.
• Coordinate asset allocation, recovery, replacement, disposal, and refresh activities.
• Ensure IT assets are properly recorded and tracked.
• Support ITSM processes including Incident, Request, Change, Problem, and Asset Management.
• Maintain technical documentation, SOPs, knowledge articles, and infrastructure records.
• Identify opportunities to improve IT processes, automation, and user experience.

The core requirements for the job include the following:

End User Computing:

• Strong Windows 10/11 troubleshooting experience.
• Strong macOS troubleshooting and administration experience.
• Hardware and peripheral troubleshooting.
• Microsoft 365 administration and troubleshooting.
• Active Directory / Microsoft Entra ID.
• Microsoft Intune or equivalent endpoint management platform.

Apple Environment:

• macOS administration and troubleshooting.
• Apple Business Manager.
• Jamf or Microsoft Intune for Apple device management.
• Apple device provisioning and lifecycle management.

Networking:

• Good understanding of TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi, routing, and switching.
• Experience troubleshooting LAN/WAN and wireless issues.
• Working knowledge of firewalls, switches, routers, and access points.

Server and Infrastructure:

• Working knowledge of Windows Server.
• Basic Linux knowledge.
• Active Directory, DNS, DHCP, file services, and authentication.
• Understanding of virtualisation and cloud infrastructure.
• Basic understanding of backup and disaster recovery concepts.

Security:

• Endpoint security and patch management.
• Microsoft Defender or equivalent EDR.
• Device compliance and security policies.
• Basic cybersecurity principles.
• Understanding of data protection and access control.

ITSM / Operations:

• Experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
• Understanding of Incident, Problem, Change, Request, and Asset Management.
• ITIL knowledge.

Vendor Management:

The candidate should have experience working directly with:

• IT hardware vendors
• Network and telecom providers
• Managed service providers
• IT support vendors
• Software and SaaS providers
• Infrastructure and cabling vendors
• Apple/Microsoft ecosystem partners

The candidate should be capable of managing technical escalations, SLA discussions, quotations, implementation activities, and vendor performance.

Required Experience:

• 5-8 years of IT experience, preferably in IT Infrastructure, End User Computing, IT Operations, or a similar environment.
• Strong hands-on experience supporting both Windows and macOS environments.
• Experience working in a global or multinational organisation.
• Experience managing IT vendors and service providers.
• Experience participating in or leading IT infrastructure projects.
• Strong troubleshooting and problem-solving skills.
• Experience working with geographically distributed teams and users.
• Ability to work independently and take ownership of technical issues.

Preferred Certifications (Optional):

One or more of the following would be an advantage:

• ITIL Foundation
• Microsoft Certified: Endpoint Administrator / Azure / Microsoft 365
• Cisco CCNA

Soft Skills:

• Strong communication and interpersonal skills.
• Customer-focused approach.
• Strong analytical and troubleshooting ability.
• Ability to prioritise and manage multiple tasks.
• Ownership and accountability.
• Good vendor management and negotiation skills.
• Ability to work with senior stakeholders and global teams.
• Ability to explain technical issues to non-technical users.
• Strong documentation and organisational skills.
• Willingness to work outside standard hours occasionally for global support, critical incidents, or infrastructure changes.

Key Success Measures:

The successful candidate will be expected to:

• Maintain high-quality and timely IT support.
• Reduce recurring technical issues through root-cause analysis.
• Maintain strong endpoint compliance and device inventory accuracy.
• Ensure infrastructure and end-user environments remain stable and secure.
• Deliver IT projects and infrastructure deployments on schedule.
• Maintain strong vendor SLA performance.
• Improve IT processes and automation.
• Provide effective support to local and global users.
• Maintain accurate technical documentation and IT asset records.