IT Support Engineer / IT Administrator

Job Summary We are looking for a skilled and proactive IT Support Engineer / IT Administrator to join our team. The ideal candidate will be responsible for managing the company's IT infrastructure, providing end-user support, ensuring network and system security, maintaining servers and cloud services, implementing cybersecurity measures, and ensuring business continuity through reliable backup and disaster recovery solutions. The successful candidate should be technically competent, customer-focused, and capable of working independently while managing multiple priorities in a fast-paced environment. Key Responsibilities IT Support & Helpdesk • Provide Level 1, Level 2, and Level 3 technical support to end users. • Install, configure, troubleshoot, and maintain desktops, laptops, workstations, printers, scanners, biometric devices, and other peripherals. • Diagnose and resolve hardware, software, operating system, application, and network-related issues. • Provide remote support using secure remote access tools. • Manage IT support requests through a ticketing/helpdesk system. • Maintain SLA response and resolution times. • Escalate unresolved issues when required. • Support onboarding and offboarding of employees by preparing IT assets and accounts. • Deliver user training on IT systems and security awareness. Microsoft 365 & System Administration • Administer Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, OneDrive, and Intune. • Manage Active Directory and Azure Active Directory user accounts, security groups, and Group Policies. • Configure and manage Microsoft Entra ID (Azure AD), Multi-Factor Authentication (MFA), and Conditional Access policies. • Install, configure, and maintain Windows Server environments. • Perform server patching, updates, health monitoring, and performance optimization. • Manage shared folders, file permissions, and print services. Network Administration • Configure, monitor, and troubleshoot LAN, WAN, Wi-Fi, VPN, and Internet connectivity. • Configure routers, managed switches, wireless access points, VLANs, DNS, DHCP, NAT, and TCP/IP. • Monitor network performance and optimize network availability. • Coordinate with Internet Service Providers (ISPs) for connectivity issues. • Maintain structured cabling documentation and network diagrams. Cybersecurity • Implement cybersecurity best practices across the organization. • Configure and manage endpoint protection, antivirus, anti-malware, EDR/XDR, and email security solutions. • Perform vulnerability assessments and coordinate remediation activities. • Monitor security logs and investigate suspicious activities. • Implement security policies, password policies, and access controls. • Manage user permissions based on the principle of least privilege. • Ensure operating systems and applications are regularly patched. • Support compliance with organizational security policies and standards. • Conduct cybersecurity awareness training for employees. • Respond to security incidents and coordinate corrective actions. Firewall & Network Security • Install, configure, and maintain firewall appliances. • Configure firewall rules, NAT policies, VPN tunnels, SSL VPN, IPsec VPN, and security zones. • Monitor firewall logs and network traffic for suspicious activities. • Configure Intrusion Prevention Systems (IPS), web filtering, and application control. • Perform firewall firmware upgrades and configuration backups. • Troubleshoot firewall connectivity and security issues. • Experience with Fortinet, Sophos, Cisco ASA, Palo Alto, SonicWall, or similar enterprise firewalls is preferred. Backup & Disaster Recovery • Design and implement backup strategies for servers, workstations, and Microsoft 365 data. • Configure and monitor backup solutions such as Veeam, Acronis, Azure Backup, or equivalent. • Perform regular backup verification and restoration testing. • Maintain secure onsite and offsite backup storage. • Develop and maintain Disaster Recovery (DR) and Business Continuity Plans (BCP). • Conduct periodic disaster recovery drills and document results. • Ensure Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) are met. Virtualization & Cloud • Administer VMware ESXi and/or Microsoft Hyper-V environments. • Create, manage, and monitor virtual machines. • Support Microsoft Azure cloud services. • Manage cloud storage, backup, and identity synchronization. • Monitor cloud resource utilization and optimize performance. IT Infrastructure Management • Maintain servers, storage systems, UPS units, network racks, and server rooms. • Monitor infrastructure health, performance, and capacity. • Perform preventive maintenance on IT equipment. • Manage IT assets, inventory, and software licenses. • Coordinate procurement, warranty claims, and vendor support. • Maintain documentation for hardware and software assets. Email & Collaboration • Manage Microsoft Exchange Online. • Configure Outlook and troubleshoot email issues. • Manage shared mailboxes, distribution groups, and Microsoft Teams. • Support mobile device configuration for corporate email. Monitoring & Reporting • Monitor servers, network devices, backups, and endpoint health. • Generate monthly reports on system performance, incidents, backups, and asset inventory. • Recommend improvements to enhance security, performance, and reliability. Documentation • Maintain IT policies, procedures, and standard operating procedures (SOPs). • Update network diagrams, system configurations, and asset records. • Document infrastructure changes, incidents, and troubleshooting steps. Vendor & Project Coordination • Coordinate with hardware vendors, software providers, ISPs, and third-party support partners. • Participate in IT infrastructure upgrades, migrations, and new technology implementations. • Evaluate technical solutions and recommend improvements aligned with business requirements.