Purpose of the Role
As part of the Infrastructure Ops Team, you will be responsible for providing technical support and assistance to clients, end-users, and internal employees. As a Support Engineer, you will ensure high-quality implementation, maintenance, and support of workstations (software/hardware), diverse server operating systems (including Linux, Solaris, and Windows), and cloud environments. This role requires hands-on administration skills across multiple platforms.
Duties and Responsibilities
- Liaise with end clients, colleagues, and 3rd party vendors (e.g., MS-support teams) to understand and satisfy project and support requirements.
- Administer and control user access; manage the onboarding of new users to relevant systems.
- Ensure the proper functioning, availability, and security of the information systems, including Windows, Linux, and Solaris servers, for both the company and its end clients.
- Participate and assist in relevant stages of system deployment and development.
- Create and maintain documentation, including system configurations, procedures, and reports (weekly summaries, incident reports) for the team and clients.
- React adequately and timely to incidents and issues affecting client or internal systems (workstations, servers, cloud instances), following established procedures.
- Reproduce issues reported by users or monitoring systems to facilitate effective troubleshooting and resolution.
Required Experience & Knowledge
- Proven experience working as a Technical Support Specialist or Systems Administrator in diverse IT environments.
- Mandatory intermediate-level system administration experience in both Linux and Windows server environments. Candidates must demonstrate proficiency in both areas.
- Linux Administration:
- Demonstrable intermediate-level ability to administer, troubleshoot, and maintain Linux server environments.
- Experience with various Linux distributions is required, with good practical knowledge of CentOS and Red Hat (RHEL) being essential.
- Proficient use of standard Linux command-line tools for diagnostics, performance monitoring, and troubleshooting (e.g., checking logs, processes, network connectivity, disk usage)..
- Windows Administration:
- Proficiency in Windows Server administration.
- Experience with Active Directory (user/group management, GPO understanding).
- Good troubleshooting skills for remote Windows desktop related issues.
- Microsoft365 Administration:
- Experience managing Microsoft Office 365 suite (Exchange Online, Teams, OneDrive, SharePoint)
- Microsoft Entra User Management
- Create, modify and disable user accounts
- Assign and troubleshoot user access and permissions
- Assist with password reset and MFA configuration
- Support user onboarding/offboarding
- Monitoring user activity and ensuring compliance with security policies
- Microsoft Intune Device Management
- Enroll and remove devices in Intune
- Push apps and software updates to devices
- Apply and troubleshoot device compliance policies
- Perform a remote action (wipe,restart, locate device, etc..)
- Provide end-user support for device connectivity and app issues
- Monitoring device health and compliance with organizational standards
- Advanced knowledge of TCP/IP fundamentals and networking concepts.
- Solid understanding of basic IT security principles and best practices.
Advantage
- Experience managing servers or services within cloud environments (AWS, Azure, GCP) is considered an advantage.
- Experience with configuration management tools (e.g., Ansible, Puppet) or containerization (Docker) is a plus.
Skills and Attributes
- Experience performing support and administration activities for business-critical systems.
- Strong analytical, problem-solving, and debugging skills across different operating systems.
- Ability to understand and adhere to corporate business process flows and change management procedures.
- Excellent teamwork and communication skills.
Required Education & Qualifications
- Fluent English, both verbal and written, is essential.
- Relevant IT certifications (e.g., CompTIA Linux+, RHCSA, MCSA, CCNA) would be considered a plus.
- Experience in configuring and using ticketing systems (e.g., Jira Service Management, Zendesk) would be considered a plus.
Note: This position is part of the 24×7 support team and will require participation in on-call rotations or shift work.
