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.

• 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, One Drive, and Entra  (Azure Active Directory), including identity management, access control, and policy enforcement.
• Administer and support Google Workspace for Education including 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 utilization 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…