Lead Corporate IT

Job Description

Job Description : Corporate IT L3 Engineer

Position Overview:

The Corporate IT L3 Engineer will be responsible for handling advanced IT support, infrastructure management, and complex technical issues escalated from L1/L2 teams. This role requires strong expertise in enterprise IT systems, problem-solving skills, and the ability to work under pressure to ensure business continuity. The L3 Engineer will also support IT projects, implement new technologies, and contribute to strengthening IT security and compliance.

Key Responsibilities:

Escalation & Advanced Troubleshooting

• Act as the final escalation point for IT incidents and service requests.
• Perform root cause analysis and provide permanent solutions for recurring issues.
• Collaborate with vendors and OEMs for critical problem resolution.

Infrastructure & Systems Management

• Manage and maintain enterprise IT infrastructure (servers, virtualization, storage, network, and cloud).
• Administer Microsoft 365, Exchange, Intune/MDM, Active Directory, and related enterprise services.
• Perform upgrades, patching, and configuration management to ensure system stability.

Security & Compliance

• Implement and monitor endpoint, server, and network security solutions.
• Ensure compliance with ISO27001, GDPR, and internal IT policies.
• Participate in IT audits and vulnerability remediation.

Project Implementation & Support

• Support and lead technical implementations (migrations, upgrades, rollouts).
• Provide technical expertise during IT solution design and deployment.
• Document architecture, procedures, and troubleshooting guides.

Collaboration & Knowledge Sharing

• Work closely with L1/L2 teams, providing guidance and knowledge transfer.
• Mentor junior engineers to strengthen the IT support ecosystem.
• Engage with business teams to understand requirements and provide technical solutions.

Key Skills & Competencies:

• Strong troubleshooting and analytical skills.
• Deep knowledge of enterprise IT systems (Windows/Linux servers, VMware/Hyper-V, storage, networking).
• Expertise in Microsoft 365, Azure, AD, Intune, and endpoint management.
• Experience with monitoring, automation, and scripting (PowerShell, Python preferred).
• Understanding of ITIL processes (incident, problem, change management).
• Good communication skills for handling escalations and cross-team collaboration.
• Ability to work in high-pressure situations and deliver quick resolutions.
• Proficiency in Office 365 services (Exchange, SharePoint, Teams, OneDrive, etc.).
• Knowledge of Azure Active Directory and identity management.
• Experience with PowerShell scripting for automation.
• Understanding of networking and DNS concepts.
• Patch Management
• VAPT Management (Vulnerability Assessment and Penetration Testing)
• Endpoint Backup Management
• Capacity and Configuration Management
• Asset Management
• Organization IT infrastructure Management
• PBX infrastructure Management
• Governance and Compliance Management

Upgrades and Updates

• Stay updated with the latest Office 365 features and functionalities.
• Plan and manage feature rollouts and updates across the organization.

Integration and Customization

• Integrate Office 365 with other enterprise applications (e.g., CRM, ERP).
• Configure and deploy custom apps or workflows using Power Platform (Power Apps, Power Automate, and Power BI).

Backup and Recovery

• Implement and manage backup solutions for Microsoft 365 data.
• Ensure recoverability of data in case of accidental deletion, ransomware attacks, or system failures.

Policy and Governance

• Develop and enforce policies for acceptable use, data sharing, and device management.
• Implement mobile device management (MDM) policies using tools like Intune.
• Monitor and manage usage reports and analytics to ensure proper resource utilization.

Monitoring and Troubleshooting

• Monitor the Microsoft 365 health dashboard for outages or issues.
• Troubleshoot and resolve user issues related to Office 365 services.
• Coordinate with Microsoft Support for escalated issues.

Collaboration Tools Management

• Administer Microsoft Teams, including user settings, team creation, and troubleshooting.
• Configure and maintain SharePoint Online and OneDrive for Business, including access permissions, site collections, and storage limits.

Email Management (Exchange Online)

• Manage mailboxes, shared mailboxes, and distribution groups.
• Set up and configure email forwarding, retention policies, and spam filtering.
• Troubleshoot email delivery and synchronization issues.

Security and Compliance

• Implement and manage security features like Multi-Factor Authentication (MFA), Conditional Access, and Security Groups.
• Monitor and respond to security incidents and vulnerabilities.
• Manage compliance settings, including data retention policies, eDiscovery, and auditing.
• Ensure adherence to data protection regulations (e.g., GDPR, HIPAA).

User and License Management

• Add, modify, and remove users and groups in the Microsoft 365 tenant.
• Assign and manage licenses for Office 365 applications (e.g., Word, Excel, Outlook, Teams, etc.).
• Ensure appropriate access control by assigning roles and permissions.

SharePoint Management

• Site Administration
• Permissions and Access Control
• Storage Management
• Security and Compliance

Responsibilities:

1. Provide Level 3 technical support for hardware, software, network, and other IT-related issues, ensuring timely resolution.

2. Analyse and troubleshoot complex IT problems escalated from Level 1 and Level 2 support teams, employing advanced diagnostic techniques.

3. Collaborate with cross-functional teams to identify root causes of recurring issues and develop long-term solutions to prevent future occurrences.

4. Install, configure, and maintain computer systems, servers, network devices, and related hardware and software components.

5. Perform system upgrades, patches, and installations, ensuring minimal disruption to business operations.

6. Manage and monitor IT infrastructure, including servers, network devices, proactively identifying and addressing potential vulnerabilities.

7. Create and maintain technical documentation, including system configurations, troubleshooting guides, and knowledge base articles.

8. Assist in the planning and implementation of IT projects, including system upgrades, migrations, and deployments.

9. Train and mentor junior IT support engineers, providing guidance and sharing technical knowledge.

10. Stay up-to-date with the latest industry trends, technologies, and best practices, recommending improvements to enhance IT support processes.

11. L3 support for complex technical issues related to hardware, software, and network infrastructure

12. Diagnose and resolve escalated incidents and service requests efficiently

13. Investigate and respond to security incidents, coordinating with security teams as needed.

14. Implement and enforce security policies, ensuring the organization's IT environment complies with industry standards.

15. Evaluate and recommend new technologies and solutions

Requirements:

1. Expertise in Microsoft 365, Azure, AD, Intune, and endpoint management.
2. Proven experience as an IT Support Engineer or similar role, with a focus on Level 3 technical support.
3. Strong knowledge of IT systems, including hardware, software, operating systems, network protocols, and security.
4. Proficient in troubleshooting complex technical issues across multiple platforms, including Windows and macOS.
5. Experience with Active Directory, Exchange Server, Office 365, and other enterprise-level IT systems.
6. Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud computing platforms (e.g., AWS, Azure).
7. Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewalls.
8. Excellent problem-solving and analytical skills, with the ability to think critically and logically.
9. Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
10. Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
11. Proactive and Employee -oriented mindset, with a strong commitment to delivering exceptional IT support services.

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