Senior IT Support Engineer

Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain a competitive advantage as we grow, we are currently looking for a new "Senior IT Support Engineer".

Job purpose:

Deliver responsive IT support to employees by diagnosing and resolving hardware, software, network, and account-related issues. Ensure onboarding/offboarding readiness, device provisioning, access management, and asset lifecycle tracking while maintaining documentation, escalating complex cases to relevant teams, and ensuring compliance with IT policies and security standards.

Responsibilities:

• Service Continuity (On-Prem): Maintain availability and performance of workplace IT services (endpoints, LAN/Wi-Fi, printing, meeting rooms) across all supported sites.
• Incident Ownership: Lead L1/L2 troubleshooting through to resolution with correct diagnosis, documented fixes, and controlled escalation for complex faults.
• Identity & Access Control: Administer on-prem Active Directory access, including user accounts, security groups, permissions, and GPO-related controls, to ensure least-privilege and secure system access, while supporting Exchange Server on-premises administration through proper mailbox permissions, recipient management, and role-based access control.
• Endpoint Configuration & Compliance: Ensure devices are correctly configured and compliant (OS builds, drivers, encryption/AV/EDR posture, baseline policies) for secure operations.
• On-Prem Service Support: Support and stabilize core on-prem dependencies (DNS/DHCP basics, file/print services, authentication dependencies) and coordinate recovery actions when degraded.
• Change & Release Execution: Execute support-scope technical changes (deployments, configuration updates, patch coordination) with rollback readiness to protect service stability.
• Technical Documentation & Improvement: Produce and maintain technical SOPs/KB and implement standardization to reduce repeat incidents and improve resolution speed.

Qualifications:

• Strong hands-on expertise in Exchange Server on-premises administration and support, including mailbox management, database administration, mail flow troubleshooting, connectors, transport rules, certificate management, queue monitoring, Outlook connectivity, and basic DAG/replication support. In addition, solid experience in Windows 10/11 troubleshooting, Active Directory administration, TCP/IP fundamentals, DNS, DHCP, VLAN and Wi-Fi basics, hardware and peripheral support, ticketing tools such as ServiceNow/Jira/Remedy, SLA-based support, remote support tools, and strong troubleshooting and documentation practices.
• Education: Bachelor’s degree in computer science, Engineering, Information Technology, or a related field.
• 3–5 years of overall experience in IT support or infrastructure operations, with a minimum of 3 years of hands-on experience in Exchange Server on-premises administration and support.
• Microsoft 365 support (Outlook/Teams/OneDrive); Intune/SCCM basics; Azure AD/Entra basics; VPN client support (FortiClient/AnyConnect); basic server support (file/print); basic virtualization awareness (VMware/Hyper-V); ITIL Foundation.
• Business Expertise: Customer support mindset with clear communication; ability to prioritize incidents by business impact; adherence to change/approval processes; ownership and follow-through to closure; ability to work in shifts/on call when required.
• Preferred: Experience supporting multi-site offices; exposure to audit/compliance requirements; vendor coordination experience.

Our values guide how we think and act - They describe what we care about the most

C ustomer first - It’s embedded in our design thinking and customer service approach

O pen - Openness allows us to constantly improve and evolve

R eal - No jargon and no excuses!

B old - Constantly challenging ourselves and our way of thinking.

R esilient – If we fail, we bounce back stronger than before.

C ollaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.