As part of the Global IT Team, the Senior IT Support Engineer will provide technical support and Microsoft 365 administration services to users across the UAE, India, Singapore and future international locations.

The role combines hands-on end-user support, device management, Microsoft 365 administration, infrastructure support and IT project delivery. The successful candidate will act as a senior escalation point for technical issues, support business growth through new office deployments, and help maintain secure, reliable and efficient IT services.

Working closely with the Head of IT, Infrastructure Team and Service Desk, the role will support approximately 90 users initially, with the user base expected to grow as the business expands globally.

The role requires a proactive, customer-focused individual with strong technical skills and the ability to work independently while supporting a geographically dispersed workforce.

IT Support and Service Delivery

  • Provide 1st and 2nd line IT support for office-based and remote users.
  • Act as an escalation point for complex technical issues and unresolved Service Desk tickets.
  • Diagnose and resolve issues relating to:
    • Microsoft Operating Systems, clients and standard servers
    • Microsoft 365 applications and basic Power Apps knowledge
    • Mobile devices and tablets
    • Printers and peripherals
    • Network connectivity and VPN access
    • Microsoft Teams, SharePoint and OneDrive
  • Deliver support via telephone, email, service desk platform, remote support and face-to-face interaction.
  • Ensure service requests and incidents are updated and resolved within agreed service levels.
  • Assist UK IT support operations when workload requires additional resource.

Microsoft 365 Administration

  • Administer Microsoft 365 services within assigned regional responsibilities.
  • Manage administrative access through Microsoft Entra ID Role Based Access Control (RBAC) and Privileged Identity Management (PIM).
  • Administer:
    • Exchange Online
    • Microsoft Teams
    • SharePoint Online
    • OneDrive for Business
    • Microsoft Entra ID
    • Microsoft Intune
  • Manage user accounts, group memberships, licensing and access requests.
  • Configure and maintain Conditional Access and Multi-Factor Authentication policies.
  • Support Microsoft 365 platform improvements and adoption initiatives.
  • Create and manage SharePoint sites and permissions for internal and external users.

Endpoint Management

  • Deploy, configure and maintain Windows laptops, desktops and mobile devices.
  • Implement and support Windows Autopilot deployments.
  • Enrol and manage devices using Microsoft Intune.
  • Configure device compliance, configuration profiles and security policies.
  • Deploy operating system updates and application updates.
  • Support endpoint protection and data security initiatives.
  • Maintain device standards across all supported locations.

User Lifecycle Management

  • Provision IT equipment and user accounts for new starters.
  • Manage onboarding activities in accordance with established IT procedures.
  • Configure laptops, mobile devices, software and security settings.
  • Process employee moves and leavers, ensuring secure removal of access.
  • Support user training and adoption of IT systems and services.

Security and Compliance

  • Support the implementation and maintenance of security controls across endpoints and Microsoft 365.
  • Assist with security monitoring and remediation activities.
  • Manage device compliance policies and security baselines.
  • Maintain security permissions across SharePoint, OneDrive and Microsoft 365 services.
  • Participate in system audits, security reviews and compliance initiatives.
  • Assist with vulnerability management and remediation activities.
  • Promote security best practices throughout the business.

Infrastructure and Office Technology Support

  • Support local office IT infrastructure including:
    • Printers
    • Wireless networks
    • Internet connectivity
    • Meeting room technology
    • Networking equipment
  • Assist with troubleshooting network and connectivity issues.
  • Work with third-party suppliers and service providers where required.
  • Support both cloud-based and hybrid Microsoft environments.

New Office Deployments and Regional Support

  • Assist with the remote setup and deployment of new office locations.
  • Coordinate IT requirements for regional expansion projects.
  • Work with local vendors and suppliers to deliver equipment and connectivity.
  • Establish IT standards and deployment processes for new locations.
  • Support users across multiple time zones and international offices.
  • Contribute to standardisation of IT services across all business locations.

Documentation and Asset Management

  • Maintain accurate hardware and software asset inventories.
  • Update and maintain IT documentation, procedures and knowledge base articles.
  • Produce user guides and technical documentation.
  • Maintain records relating to device assignments, licensing and support activities.
  • Ensure IT stock and equipment inventories remain accurate.

Project Work and Continuous Improvement

  • Participate in IT infrastructure and Microsoft 365 projects.
  • Assist with technology rollouts and platform improvements.
  • Support automation and process improvement initiatives.
  • Contribute to global IT standards and best practices.
  • Collaborate with Infrastructure and IT teams on strategic technology initiatives.

Line Manager: Head of IT

Essential Skills and Experience

  • Minimum 7 years’ experience in IT Support, Systems Administration or a similar technical role.
  • Strong Microsoft 365 administration experience.
  • Experience administering Microsoft Entra ID and Microsoft Intune.
  • Experience managing administrative access through RBAC and Privileged Identity Management (PIM).
  • Strong Windows 11 support, Previous MS Windows 10 support, and deployment experience.
  • Experience with Windows Autopilot deployment and management.
  • Experience supporting Exchange Online, Teams, SharePoint and OneDrive.
  • Strong troubleshooting and problem-solving skills.
  • Experience supporting remote users and multiple office locations.
  • Good understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPN technologies.
  • Experience using PowerShell for administration and support tasks.
  • Strong customer service and communication skills.
  • Ability to prioritise workloads and manage multiple tasks effectively.

Desirable Skills

  • Experience supporting international offices across multiple regions.
  • Experience with Microsoft Defender, Sophos XDR and security products.
  • Experience with Windows 365 and Azure Virtual Desktop.
  • Experience working within ISO 27001, Cyber Essentials or equivalent security frameworks.
  • Experience with Power Platform administration including Power Automate and Power Apps.
  • Familiarity with Azure DevOps and automation processes.
  • ITIL Foundation certification or equivalent service management experience.

Qualifications

Essential

  • Relevant IT qualification, diploma, degree or equivalent practical experience.
  • Strong experience supporting enterprise Microsoft environments.

Preferred Certifications

  • MD-102 Microsoft Endpoint Administrator Associate
  • MS-102 Microsoft 365 Administrator
  • AZ-104 Microsoft Azure Administrator
  • ITIL Foundation

Personal Attributes

  • Strong customer service focus.
  • Excellent communication and interpersonal skills.
  • Self-motivated and organised.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and collaboratively within a global team.
  • Professional and approachable manner when supporting users.
  • Commitment to continuous learning and professional development.


The above outlines the key responsibilities of the position; however, this is not intended to be an exhaustive list. The Company reserves the right to vary duties and responsibilities in line with business requirements and the capabilities of the post holder.