Senior IT Infrastructure & Support Engineer

Role & responsibilities

We are looking for a hands-on Senior IT Infrastructure & Support Engineer to manage and support enterprise IT infrastructure, end-user environments, servers, networks and IT service operations.

The ideal candidate should have strong experience in Windows infrastructure, Active Directory, Microsoft 365, virtualization, networking and ITSM, along with the ability to independently troubleshoot escalated technical issues and manage critical incidents.

Key Responsibilities

• Provide L2/L3 technical support for users, systems, servers and infrastructure.
• Administer and troubleshoot Windows 10/11 and Windows Server environments.
• Manage Active Directory, including users, groups, permissions, GPOs and account lifecycle.
• Support Microsoft 365 / Office 365, Outlook, Teams and related user services.
• Manage and troubleshoot VMware / Hyper-V virtual environments.
• Troubleshoot LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, routers and switches.
• Handle hardware, desktop, laptop, printer and peripheral troubleshooting.
• Manage incidents, service requests, changes and problems through ServiceNow or equivalent ITSM tools.
• Own and resolve P1/P2 incidents, including escalation, communication and RCA.
• Perform system health checks, monitoring, patching and preventive maintenance.
• Support endpoint security, antivirus/EDR and security remediation activities.
• Assist with backup, recovery and disaster-recovery activities.
• Maintain IT assets, software licenses and infrastructure documentation.
• Coordinate with vendors for hardware, software, warranty and infrastructure issues.
• Create and maintain SOPs, knowledge articles and technical documentation.
• Work closely with internal infrastructure, security, application and business teams.
• Participate in 247 on-call / shift support where required.
• Identify recurring problems and implement permanent solutions through RCA and problem management.
• Provide technical guidance to junior IT support engineers.

Required Technical Skills

Operating Systems

• Windows 10/11
• Windows Server 2012/2016/2019/2022
• Basic Linux/Unix knowledge is an advantage

Identity & Microsoft

• Active Directory
• Group Policy
• Microsoft 365 / Office 365
• Azure AD / Microsoft Entra ID

Virtualization

• VMware vSphere / ESXi / vCenter
• Hyper-V

Networking

• TCP/IP
• DNS / DHCP
• LAN/WAN
• VPN
• Routers & switches
• Basic firewall troubleshooting

ITSM

• ServiceNow or equivalent ITSM platform
• Incident Management
• Problem Management
• Change Management
• SLA management
• Major Incident Management
• Root Cause Analysis

Infrastructure & Security

• Endpoint management
• Antivirus / EDR
• Server monitoring
• Patch management
• Backup & recovery
• Asset management

Preferred / Good to Have

• Intune / SCCM / MECM
• Azure/AWS exposure
• PowerShell or Bash scripting
• Ansible / Terraform
• Zabbix, SolarWinds, Splunk, Grafana or similar monitoring tools
• ITIL certification
• Experience working in ISO/SOC2-compliant environments
• Experience supporting distributed/global users

Candidate Profile

The ideal candidate should be:

• Strong in hands-on troubleshooting
• Comfortable working independently on escalated issues
• Good at incident ownership and stakeholder communication
• Experienced in SLA-driven environments
• Comfortable handling high-priority/P1/P2 incidents
• Strong in documentation and SOP creation
• Able to work with cross-functional technical teams
• Willing to take ownership rather than simply escalate issues
• Capable of mentoring junior team members