Senior IT Support Engineer

Job Summary

The Senior IT Support Engineer will be responsible for providing advanced technical support across both corporate and academic environments in a timely and effective manner. The role involves diagnosing and resolving hardware, software, network, and system issues, supporting school MIS platforms, and administering both Microsoft and Google education ecosystems. In addition to operational support, the position will actively contribute to the planning, implementation, and execution of strategic IT projects, infrastructure upgrades, and technology enhancement initiatives. The role ensures the overall stability, security, and performance of the organization’s IT infrastructure while supporting business operations and teaching and learning activities.

Responsibilities

• Deploy, configure, image, harden, and maintain Windows Server environments, end‑user computing devices (desktops, laptops, tablets), peripherals, and enterprise software using standardized build and endpoint management methodologies.
• Administer, monitor, and optimize network infrastructure components including Layer 2/Layer 3 switches, wireless access points and controllers, routers, firewalls, VLAN configurations, DHCP/DNS services, and WAN/ISP connectivity to ensure high availability and performance.
• Perform advanced troubleshooting and root cause analysis across hardware, operating systems, enterprise applications, network infrastructure, cybersecurity incidents, and system integrations.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID (Azure Active Directory), including identity management, access control, and policy enforcement.
• Administer and support Google Workspace for Education including the Google Admin Console, user provisioning, Organizational Unit (OU) management, security configurations, Google Classroom, and Drive governance.
• Provide technical administration and operational support for school MIS platforms such as SIMS, Bromcom, iSAMS, or equivalent systems, including database connectivity, user role configuration, data synchronization, reporting, and third‑party system integrations.
• Manage identity and access management (IAM) processes including account provisioning, de‑provisioning, group policy configuration, role‑based access control (RBAC), and permission audits across Microsoft and Google ecosystems.
• Deploy and support classroom and corporate collaboration technologies including AV systems, interactive displays, unified communications platforms, conferencing systems, and digital signage infrastructure.
• Prioritize and manage incidents and service requests in alignment with business impact, academic urgency, and service‑level expectations, coordinating with internal stakeholders and external vendors where required.
• Deliver structured end‑user support across corporate and academic environments, ensuring secure and optimal usage of enterprise applications, cloud platforms, and network services.
• Provide rapid response to high‑priority classroom and executive meeting disruptions, minimizing operational and instructional downtime.
• Monitor, manage, and resolve tickets related to infrastructure services, endpoint devices, cloud workloads, network connectivity, and MIS systems using established IT service‑management practices.
• Ensure compliance with backup, disaster recovery, patch management, vulnerability remediation, and endpoint protection procedures, including validation of restoration processes when required.
• Manage software licensing, subscription models, and compliance records to ensure alignment with vendor agreements and organizational governance requirements.
• Maintain accurate configuration documentation, asset registers, and lifecycle tracking for hardware, software, and network assets across all sites.
• Deliver structured user training and knowledge‑transfer sessions to improve digital literacy, cybersecurity awareness, and effective utilisation of enterprise platforms.
• Liaise with IT vendors and service providers for procurement, technical escalations, warranty management, infrastructure upgrades, and contract renewals.
• Support the implementation and enforcement of IT governance frameworks, operational standards, cybersecurity controls, and safeguarding protocols across corporate and academic environments.
• Participate in the planning and execution of strategic IT projects, including infrastructure upgrades, cloud deployments, system implementations, and cybersecurity enhancements, supporting solution design, deployment, testing, documentation, and post‑implementation stabilization to ensure delivery aligned with organizational standards and timelines.

Candidate Requirements

Education & Experience

• Degree in Information Technology, Computer Science, or a related discipline.
• Minimum five years’ hands‑on experience supporting corporate and academic IT environments, including teaching and learning technologies and administrative systems.
• Proven experience working with school MIS platforms (SIMS, Bromcom, iSAMS, or equivalent) and supporting hybrid Microsoft and Google ecosystems.

Strong Experience With

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Google Workspace for Education administration.
• Network infrastructure (Layer 2/3 switching, Wi‑Fi, firewalls, WAN connectivity).

Experience Managing and Supporting

• Classroom and corporate AV technologies, interactive displays, and conferencing systems.
• Endpoint management, identity and access management (IAM), cybersecurity controls, backup and disaster recovery solutions.
• AI‑powered productivity and automation tools, with the ability to leverage them responsibly to enhance operational efficiency, documentation, troubleshooting, and service delivery.

Professional Skills

• Excellent communication skills with the ability to support corporate and academic users in a calm and professional manner.
• Strong analytical and problem‑solving skills, with the ability to prioritise effectively in fast‑paced operational environments.
• High attention to detail, strong documentation practices, and a structured, process‑driven mindset.
• Ability to work independently, manage multiple priorities, and remain composed during peak academic and business‑critical periods.

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