Sr. IT Support Engineer
IT Professional with over 11+ years of hands-on experience in providing enterprise-level Technical Support, System Administration, and IT service management.
Expert in managing hybrid Microsoft environments (Active Directory, Azure Entra ID, Office 365) and modern endpoint solutions (Microsoft Intune), backed by a strong foundation in ITIL/ITSM frameworks.
Professional Roles & Responsibilities:
IT Infrastructure & Identity Management (Active Directory & Microsoft Azure)
• Administer Hybrid Identity Environments: Manage Active Directory and Azure Entra ID, overseeing user provisioning, lifecycle management (creation, disabling, expiry extensions), Organizational Unit (OU) modifications, and attribute/user detail updates.
• Privileged Access Control: Leverage Privileged Access Management (PAM) and Global Admin accounts to securely manage critical system configurations and enforce least-privilege access.
• Credential & Security Management: Drive user access security by administering multi-factor authentication (MFA) configurations, password lifecycle management, credential resets, and account unlocks.
Hardware Support & Infrastructure Lifecycle
• Level-2 Hardware Diagnostics: Provide advanced, hands-on Level-2 troubleshooting and diagnostic support for corporate laptops, desktops, and essential peripheral hardware across on-site and remote environments.
• Enterprise Print & Plotter Administration: Oversee the installation, network configuration, maintenance, and troubleshooting of enterprise-grade Multi-Function Printers (MFPs) and large-format engineering plotters to ensure uninterrupted document workflows.
• Smart Meeting Room & Cisco Collaboration Support: Configure, test, and maintain Cisco video conferencing endpoints, Webex room devices, unified communications systems, and meeting room AV infrastructure to guarantee high-quality remote and hybrid collaboration.
• Hardware Provisioning & Deployment: Coordinate the physical procurement, lifecycle assembly, staging, and asset tracking of newly acquired enterprise endpoints prior to systems deployment.
Endpoint Management & Cloud Productivity (Microsoft 365 & Intune)
• MDM & Device Compliance: Oversee Microsoft Intune for enterprise device enrolment, remote monitoring, and policy deployment; ensure all endpoints are strictly compliant and registered via the Intune Company Portal.
• Data Protection & Encryption: Implement and monitor BitLocker drive encryption across enterprise laptops, meticulously maintaining recovery key logs to meet compliance benchmarks.
• M365 Tenant Administration: Configure, maintain, and troubleshoot Microsoft 365 applications—including Outlook, Teams, SharePoint, and OneDrive—while managing software licensing across global tenants.
• Workplace Readiness: Standardize the imaging, configuration, and software deployment for new-hire hardware, verifying 100% operational readiness prior to deployment.
ITSM, ITIL Frameworks & Operations (ServiceNow)
• SLA-Driven Support: Deliver high-tier Technical Support (Level-2) for complex hardware, software, and network infrastructure issues in hybrid (on-site and remote) environments, consistently maintaining a 99% SLA compliance rate.
• Incident & Problem Management: Manage the full lifecycle of incidents and service requests within ServiceNow; execute Root Cause Analysis (RCA) on recurring infrastructure issues to minimize downtime.
• Change Control & Governance: Execute system modifications and technical updates in strict alignment with ITIL Change Management processes to mitigate operational risks.
• IT Asset Lifecycle Tracking (ITAM): Manage the end-to-end lifecycle of IT assets from onboarding to offboarding, ensuring data integrity within ServiceNow/ITAM systems.
Security, Reporting & Leadership
• Cybersecurity Adherence: Support organizational security posture by enforcing strict access controls, endpoint patching, system encryption, and adherence to IT governance policies.
• Performance Reporting: Generate and analyse Management Information Systems (MIS), SLA compliance, and operational reports to identify service delivery gaps and drive continuous improvement.
• Team Mentorship: Act as an operational mentor for junior IT engineers, training them on ticket management workflows, ServiceNow processes, Intune compliance standards, and onboarding best practices.
Technical & Infrastructure skills:
• Directory & Identity: Active Directory, Azure Entra ID, Identity Governance, OU Management.
• Access Security: Privileged Access Management (PAM), Privileged Identity Management (PIM), MFA Administration.
• Endpoint Management: Microsoft Intune (MDM), Device Compliance Policies, BitLocker Encryption, OS Imaging.
• Cloud Productivity: Microsoft 365/Office 365 Global Tenant Administration, Cloud PC Provisioning.
• ITSM & Frameworks: ServiceNow ITSM Platform, ITIL Processes (Incident, Problem, Change, Request Management).
• Enterprise Hardware & Collaboration: L2 Desktop, Laptop & Mac Support, Cisco Collaboration & Webex Room Devices, Smart Meeting Room AV, Enterprise MFPs & Large-Format Plotters.
• Asset & Logistics: IT Asset Management (ITAM), Full-Lifecycle Asset Tracking, Vendor Escalation Management.