Key Responsibilities

• Provide expert-level technical support to end users by diagnosing and resolving complex hardware, software, network, and system-related issues.
• Manage and maintain enterprise IT infrastructure, ensuring high availability, performance, and security of systems and services.
• Assist in the planning, design, and execution of IT projects, including system upgrades, infrastructure enhancements, hardware refresh cycles, and software deployments.
• Participate in Proof of Concept (PoC) initiatives to evaluate new technologies and recommend solutions that support business growth and digital transformation.
• Collaborate with infrastructure, security, application support, and project management teams to resolve complex technical issues and ensure seamless service delivery.
• Communicate and validate technology architecture and solution designs with stakeholders, infrastructure teams, and IT leadership.
• Ensure adherence to agreed Service Level Agreements (SLAs) and proactively identify opportunities for service improvement.
• Implement and maintain data retention, backup, disaster recovery, and business continuity procedures in accordance with organizational policies.
• Develop, update, and maintain comprehensive technical documentation, including standard operating procedures, configurations, and knowledge base articles.
• Monitor and manage IT systems, networks, and security controls to ensure optimal performance and compliance with organizational standards.
• Manage and support IT Service Management (ITSM) platforms and helpdesk tools such as ManageEngine and ServiceNow.
• Support and troubleshoot Unified Communications solutions, including Microsoft Teams and collaboration platforms.
• Configure, monitor, and maintain network infrastructure components, including firewalls, managed switches, VPNs, and web application firewalls (WAFs).
• Provide technical guidance and mentoring to junior IT team members when required.
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Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Minimum 5-8 years of experience in end-user support and enterprise IT environments.
• Strong hands-on experience with Microsoft 365, Azure, Windows Server, Active Directory, networking, and virtualization technologies.
• Experience managing enterprise security solutions, firewalls, and endpoint protection platforms.
• Knowledge of ITIL best practices and IT Service Management frameworks is highly desirable.
• Relevant certifications such as Microsoft Azure Administrator, Microsoft 365 Administrator, ITIL, CCNA, or equivalent certifications are preferred.
• Experience within construction, engineering, real estate, or other project-driven industries would be advantageous.
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Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong documentation and process-oriented mindset.
• Customer-focused approach with a commitment to service excellence.
• Ability to work independently and collaboratively within cross-functional teams.
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