Job Summary

We are seeking an experienced IT Support Engineer (L2/L3) to deliver high-quality support across Microsoft 365, endpoints, identity & access management, networking, backup systems, and basic security incident handling in a hybrid IT environment. The ideal candidate will possess strong troubleshooting skills, escalation ownership, and hands-on experience supporting business-critical systems with defined SLAs. 

Key Responsibilities 

• Support and troubleshoot server and endpoint backup operations (on-prem/hybrid), including restore validation and failure troubleshooting.
• Administer and troubleshoot Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
• Resolve email issues such as NDRs, mail flow issues, mailbox access, quota management, and collaboration sync failures.
• Handle spam/phishing incidents, quarantine releases, user remediation, and security-related end-user support.
• Manage user onboarding/offboarding, password resets, access provisioning, group memberships, and access control.
• Support identity workflows including MFA, SSO access issues, and troubleshoot Active Directory / hybrid identity issues.
• Troubleshoot Windows 10/11 and macOS systems (performance, crashes, patching, profile issues, OneDrive/Teams/Outlook issues).
• Diagnose and resolve VPN connectivity and network issues including DNS/DHCP/IP conflicts, Wi-Fi access, routing issues, and basic firewall blocks.
• Support internal business systems including file servers/shared drives, business applications, printers/peripherals, and ensure documentation and closure within agreed SLAs.

Required Skills & Experience 

• 5+ years of relevant experience in L2/L3 IT Support / IT Operations roles.
• Strong working knowledge of Microsoft 365 administration and troubleshooting.
• Solid experience supporting hybrid IT environments (on-prem + cloud services).
• Strong troubleshooting expertise in:
   
  • Identity & Access (AD, MFA, access control).
  • Networking and VPN.
  • Endpoint support (Windows/macOS).
  • Basic security incident response.
• Strong communication skills with a customer-first support mindset. 

Nice to Have 

• ITIL Foundation certification and/or prior experience working in an MSP environment.
• Exposure to PowerShell scripting / automation for routine tasks.
• Experience with Intune / Endpoint Manager, Jamf, or endpoint security tools (Defender etc.).
• Experience supporting colo infrastructure or hybrid data centre setups. 

Equal Opportunity Statement 

• We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life. 

Security & Confidentiality Statement 

• This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.