Senior IT Support Engineer
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Key skills for this role
About the Role
AESG is seeking a Senior IT Support Engineer to own escalations and keep users productive across Google Workspace and Microsoft 365. You will support a mixed Windows Server and client landscape, administer Android devices, and drive root-cause resolution.
Key Skills for This Role
Responsibilities
- Resolve tier 1/3 incidents and requests for Windows 10/11 and Android devices (hardware, OS, apps, connectivity, printing, peripherals)
- Provide advanced troubleshooting for Google Workspace (Gmail, Drive, Meet, Groups, Admin) and Microsoft 365 (SharePoint/OneDrive, Teams, Entra ID/Azure AD)
- Own VIP/executive support and urgent incidents with clear comms and rapid restoration of service
- Administer Google Workspace and Microsoft 365 tenants (user lifecycle, groups, identities, mail flow, policies, security and compliance settings)
- Manage Windows Server 2016–2022 services: Active Directory, DNS, DHCP, GPO, file/print, certificate services, basic Hyper V
- Support device management via Google Endpoint Management (policies, compliance, app deployment, updates)
- Support endpoint security controls (AV/EDR, BitLocker, device compliance), vulnerability remediation, and least privilege practices
- Drive incident, request, problem, and change management best practices; create knowledge articles and SOPs
- Perform root cause analysis (RCA), produce preventive actions, and close the loop with stakeholders
- Lead or contribute to small/medium projects: OS upgrades, server refreshes, tenant configurations, migrations, tool rollouts
Requirements
- 5+ years in IT support/operations with senior (tier 2/3) responsibilities in a corporate environment
- Google Workspace administration (core apps, Admin Console, groups, routing, security, basic vault/retention)
- Microsoft 365 administration (Teams, SharePoint/OneDrive, identity and access, security/compliance basics)
- Windows Server 2016–2022 (AD DS, DNS, DHCP, GPO; file/print; basic PKI and Hyper V exposure)
- Windows 10/11 endpoint support, imaging/provisioning, drivers, updates, device encryption, and troubleshooting
- Android device support
- Solid networking fundamentals: TCP/IP, LAN/WLAN, VPN, DNS/DHCP, firewalls, proxies
- Experience operating in an ITIL aligned service environment (incident/problem/change), with strong ticket hygiene and documentation
- Excellent communication with non technical users; calm under pressure and comfortable leading bridges during incidents
Full Job Posting
Job Purpose
- We’re looking for a Senior IT Support Engineer who can own escalations end‑to‑end and keep our users productive across Google Workspace and Microsoft 365 environments.
- You’ll support and improve a mixed Windows Server 2016–2022 and Windows client landscape, administer Android devices, drive root‑cause resolution for recurring issues, and help mature our service operations.
- Experience with Datto (RMM/backup/BCDR/Autotask) is highly beneficial.
Qualification / Experience
- 5+ years in IT support/operations with senior (tier‑2/3) responsibilities in a corporate environment.
- Google Workspace administration (core apps, Admin Console, groups, routing, security, basic vault/retention).
- Microsoft 365 administration (Teams, SharePoint/OneDrive, identity and access, security/compliance basics).
- Windows Server 2016–2022 (AD DS, DNS, DHCP, GPO; file/print; basic PKI and Hyper‑V exposure).
- Windows 10/11 endpoint support, imaging/provisioning, drivers, updates, device encryption, and troubleshooting.
- Android device support.
- Solid networking fundamentals: TCP/IP, LAN/WLAN, VPN, DNS/DHCP, firewalls, proxies.
- Experience operating in an ITIL aligned service environment (incident/problem/change), with strong ticket hygiene and documentation.
- Excellent communication with non‑technical users; calm under pressure and comfortable leading bridges during incidents.
User Support & Escalations
- Resolve tier‑1/3 incidents and requests for Windows 10/11 and Android devices (hardware, OS, apps, connectivity, printing, peripherals).
- Provide advanced troubleshooting for Google Workspace (Gmail, Drive, Meet, Groups, Admin) and Microsoft 365 (SharePoint/OneDrive, Teams, Entra ID/Azure AD).
- Own VIP/executive support and urgent incidents with clear comms and rapid restoration of service.
Platform Administration
- Administer Google Workspace and Microsoft 365 tenants (user lifecycle, groups, identities, mail flow, policies, security and compliance settings).
- Manage Windows Server 2016–2022 services: Active Directory, DNS, DHCP, GPO, file/print, certificate services, basic Hyper‑V (as applicable).
- Support device management via Google Endpoint Management (policies, compliance, app deployment, updates).
Endpoint Management & Security
- Support endpoint security controls (AV/EDR, BitLocker, device compliance), vulnerability remediation, and least‑privilege practices.
- (Nice to have) Operate Datto tools (RMM, BCDR, Autotask) for monitoring, remote support, patching, inventory, and backup verification.
Service Operations (ITIL)
- Drive incident, request, problem, and change management best practices; create knowledge articles and SOPs.
- Perform root‑cause analysis (RCA), produce preventive actions, and close the loop with stakeholders.
- Contribute to capacity, availability, and continuity activities (e.g., backup checks, restore tests, failover drills).
Projects & Continuous Improvement
- Lead or contribute to small/medium projects: OS upgrades, server refreshes, tenant configurations, migrations, tool rollouts.
- Automate and standardize repeatable tasks (PowerShell, admin APIs, RMM automation).
- Mentor junior team members; review tickets for quality and coach on troubleshooting approaches.
General Expectancy
- Excellent communication skills.
- Motivated and self driven (entrepreneurial outlook).
- Committed to technical excellence.
- Good relationship builders (internal and external).
- Collaborative personality.
- Team player, who works closely with other AESG divisional heads to leverage multi disciplinary opportunities.
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