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, OneDrive, and
Entra ID (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
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 5 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.

Technical
Competencies

Strong

experience with:
·
Windows Server, Active Directory / Entra
ID, Azure

·
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: ·
End-user devices (Windows, macOS, iOS,
Android)

·
Classroom and corporate AV technologies,
interactive displays, and conferencing systems

·
Working knowledge of endpoint management,
identity and access management (IAM), cybersecurity controls, backup and
disaster recovery solutions.

·
Working knowledge of 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 prioritize 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.