Senior System Engineer

The IT Engineer is an important member of the IT team addressing basic to intermediate daily support tickets and user needs. The IT Engineer reports to the IT Infrastructure Assistant Manager. This role focuses on addressing all IT related tickets, IT issues, and IT requirements ranging from basic to advanced level of difficulty.

Key Responsibilities:

1. IT Infrastructure Support: Provide day-to-day support for the group’s IT infrastructure, including servers, storage, desktops, IP phones, email, software, printers, backup systems, networking equipment, and cloud solutions (local and regional).
2. Technical Support: Offer Level 1 and 2 helpdesk service, assisting staff/end users with PC hardware, software, applications, and other IT-related requests.
3. User Training & IT Security: Support and conduct training on systems, software applications (SharePoint & O365 suite), and IT security to ensure staff are well-equipped to use IT resources securely and effectively.
4. Onboarding & Offboarding: Oversee the onboarding of new hires and offboarding of users, ensuring smooth transitions and proper access control.
5. IT Administration & Documentation: Administer and maintain IT administrative documentation, including network diagrams, user accounts, internal asset management, and the review or amendment of SOPs/processes.
6. IT Project Management: Ensure assigned IT projects (planning, testing, execution) are completed within deadlines with minimal disruptions.
7. Ad-Hoc Support: Provide off-hours support during service outages and perform preventive maintenance when necessary.
8. Technology Upgrades & Innovation: Identify, recommend, and implement new technologies to support the organization's growth and operational efficiency.
9. Escalated Issue Resolution: Resolve escalated issues from Level 2 (deep troubleshooting, log analysis), ensuring rapid resolution of complex IT challenges.
10. Infrastructure Design & Maintenance: Design, implement, and maintain IT infrastructure, including servers, networks, and storage solutions, while managing enterprise-level services like Active Directory, Azure AD, Exchange Online, and M365.
11. Virtualization & Cloud Management: Manage and maintain virtualization solutions (Hyper-V clustering), cloud infrastructure, and cloud services.
12. Security & Networking: Manage IT security, including firewalls, advanced networking configurations (VLANs, VPNs, SD-WAN), and security protocols.
13. Root Cause Analysis & Automation: Perform root cause analysis (RCA) for critical IT incidents and develop automation scripts (PowerShell) to enhance operational efficiency.
14. Backup & Disaster Recovery: Ensure the proper management of backups, disaster recovery solutions, and high-availability systems.
15. IT Security Policies & Risk Management: Implement IT security policies, including patch management, compliance, and risk assessments to maintain secure IT operations.
16. Vendor Management & IT Support: Collaborate with vendors and third-party support for high-level fixes and IT solutions.
17. Leadership & Mentorship: Provide mentorship and guidance to Level 1 and Level 2 engineers, ensuring continuous development of the IT team.

Qualifications and Requirements:

1. Educational Background: Degree in Computer Science, Information Technology, or a related field.
2. Professional Experience: Minimum of 3 years of experience in IT System Engineering, with a strong background in managing IT vendors (both local and overseas).
3. Business Traveling: At least 1-2 times a year to regional offices.
4. Technical Expertise:
   1. Expertise in Windows Server, Active Directory, Group Policy, Hyper-V clustering, and Azure Cloud.
   2. Strong understanding of networking (firewalls, VLANs, VPNs, SD-WAN).
   3. Proficiency in PowerShell scripting and automation.
   4. Experience with cloud platforms (Azure, Office 365, Exchange Online).
   5. Familiarity with backup systems, disaster recovery, and high-availability solutions.
5. Security & Troubleshooting:
   1. In-depth knowledge of IT security best practices, including SIEM, SOC, and threat analysis.
   2. Strong troubleshooting skills for databases, servers, and applications.
   3. Ability to resolve escalated issues and conduct root cause analysis (RCA) for complex IT incidents.
6. Certifications:
   1. MCSA/MCSE, CCNA/CCNP, Azure Solutions Architect, CISSP or similar certifications are highly desirable.
7. Soft Skills:
   1. Strong communication skills to engage effectively with internal and external stakeholders.
   2. Ability to manage multiple projects simultaneously and meet deadlines.
   3. Ability to lead and mentor junior IT staff.

Additional Skills:

1. Experience with Veeam Backup, Active Directory, SQL Server, Anti-Virus solutions, and Email Security solutions.
2. Familiarity with Mobile Device Management and Disaster Recovery Solutions.