Senior IT Support Desk Engineer (5-10 yrs)

About the job :

We are seeking a skilled and experienced Senior IT Support Desk Engineer to join our global support team.

This role provides the unique opportunity to work remotely, supporting our client, McLarens.

The ideal candidate will have a strong background in general IT support, specializing in Windows OS environments, Azure PaaS & IaaS, and L1 SAP support.

You will be responsible for troubleshooting technical issues, supporting cloud-based systems, and ensuring the smooth operation of McLaren's IT infrastructure.

Key Responsibilities :

General IT Support :

- Provide advanced support for Windows operating systems (Windows 10/11, Windows Server), troubleshooting a wide range of issues related to hardware, software, and networking.

- Support end users with common business applications, including Microsoft Office, email systems, and other productivity tools.

- Manage and resolve network connectivity issues, including VPN, DNS, DHCP, and TCP/IP configurations.

Azure Support :

- Administer and support Azure IaaS and PaaS environments, including virtual machines, storage accounts, and network configurations.

- Monitor and optimize cloud resources, ensuring performance, availability, and cost-efficiency.

- Assist in the deployment and maintenance of cloud-based applications and services.

L1 SAP Support :

- Provide L1 support for SAP applications, including troubleshooting user issues, access management, and basic system support.

- Address SAP system issues and escalate to higher-level support teams when necessary.

- Ensure basic SAP system integrations and data flows are functioning properly.

Incident Problem Management :

- Act as the escalation point for complex issues, managing and resolving tickets in a timely manner.

- Document incidents and resolutions in the IT Service Management (ITSM) tool, ensuring thorough tracking and knowledge sharing.

- Perform root cause analysis for recurring issues and implement long-term fixes.

System Maintenance Optimization :

- Perform regular maintenance on Windows OS systems and Azure cloud resources, ensuring they are up to date with patches and security updates.

- Conduct system audits and work with the team to proactively monitor and optimize IT infrastructure.

- Assist with the configuration and implementation of new IT systems and upgrades.

Collaboration Knowledge Sharing:

- Work closely with cross-functional teams to provide integrated support for McLarens' IT environment.

- Maintain clear and up-to-date documentation, including troubleshooting guides, process workflows, and system configurations.

- Share knowledge and mentor junior IT support engineers.

Required Skills & Qualifications :

Experience :

- Minimum of 5 years of experience in IT support, with expertise in Windows OS environments, L1 SAP support, and Azure IaaS & PaaS.

- Proven track record of providing remote IT support to users in a global, distributed work environment.

- Experience with SAP support at an L1 level, including user access management and troubleshooting common issues.

Technical Skills :

- Expertise in managing and supporting Windows operating systems (Windows 10/11, Windows Server).

- Strong knowledge of networking concepts such as DNS, DHCP, TCP/IP, and VPN technologies.

- Hands-on experience with Azure cloud services (Azure VMs, storage, Azure Active Directory, etc.)

- Experience with ITSM tools (e., ServiceNow, Jira) for ticket management and incident tracking.

- Basic experience with SAP support, focusing on L1 tasks such as user access, issue resolution, and data flow monitoring.

Soft Skills :

- Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.

- Excellent communication skills for interacting with both technical and nontechnical users.

- Ability to work independently, manage priorities, and meet deadlines in a remote work environment.

- Strong customer service orientation, ensuring a high level of satisfaction for McLarens' employees.

Certifications (Preferred) :

- Microsoft Certified : Azure Fundamentals or Associate-level certification.

- SAP Certified Technology Associate (L1 support focus) or relevant SAP experience.

- ITIL Foundation certification or similar experience in IT service management.

Education :

- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience