Senior IT Support Engineer

Due to the continuing success and growth of our AESG team, a fantastic opportunity has opened up at our award-winning Specialist Consultancy, Engineering and Advisory Firm.

We are headquartered in London, Riyadh, Singapore and Dubai, Cape Town, Cairo & Sydney working throughout the Middle East, Europe and Asia. Our areas of expertise are represented in four core verticals: Building Engineering, Planning and Infrastructure, Strategy and Advisory and Commissioning, Handover and Asset Management.

We pride ourselves in being leaders in the industry in each of the services that we offer. We have one of the largest dedicated team with decades of cumulative experience in sustainable design, fire and life safety, cost management, façade engineering, commissioning, building performance, waste management, environmental consultancy, carbon management and acoustics.

Working hours: United Kingdom hours 08h00 – 17h00 (GMT) Job Purpose We’re looking for a Senior IT Support Engineer who can own escalations end‑to‑end and keep our users productive across Google Workspace and Microsoft 365 environments. You’ll support and improve a mixed Windows Server 2016–2022 and Windows client landscape, administer Android devices, drive root‑cause resolution for recurring issues, and help mature our service operations. Experience with Datto (RMM/backup/BCDR/Autotask) is highly beneficial.

Qualification / Experience

• 5+ years in IT support/operations with senior (tier‑2/3) responsibilities in a corporate environment.
• Google Workspace administration (core apps, Admin Console, groups, routing, security, basic vault/retention).
• Microsoft 365 administration (Teams, SharePoint/OneDrive, identity and access, security/compliance basics).
• Windows Server 2016–2022 (AD DS, DNS, DHCP, GPO; file/print; basic PKI and Hyper‑V exposure).
• Windows 10/11 endpoint support, imaging/provisioning, drivers, updates, device encryption, and troubleshooting.
• Android device support
• Solid networking fundamentals: TCP/IP, LAN/WLAN, VPN, DNS/DHCP, firewalls, proxies.
• Experience operating in an ITIL-aligned service environment (incident/problem/change), with strong ticket hygiene and documentation.
• Excellent communication with non‑technical users; calm under pressure and comfortable leading bridges during incidents.

GENERAL EXPECTANCY

• Excellent communication skills
• Motivated and self-driven (entrepreneurial outlook)
• Committed to technical excellence
• Good relationship builders (internal and external)
• Collaborative personality
• Team player, who works closely with other AESG divisional heads to leverage multi-disciplinary opportunities 

Responsibilities User Support & Escalations:

• Resolve tier‑1/3 incidents and requests for Windows 10/11 and Android devices (hardware, OS, apps, connectivity, printing, peripherals).
• Provide advanced troubleshooting for Google Workspace (Gmail, Drive, Meet, Groups, Admin) and Microsoft 365 (SharePoint/OneDrive, Teams, Entra ID/Azure AD).
• Own VIP/executive support and urgent incidents with clear comms and rapid restoration of service.

Platform Administration

• Administer Google Workspace and Microsoft 365 tenants (user lifecycle, groups, identities, mail flow, policies, security and compliance settings).
• Manage Windows Server 2016–2022 services: Active Directory, DNS, DHCP, GPO, file/print, certificate services, basic Hyper‑V (as applicable).
• Support device management via Google Endpoint Management (policies, compliance, app deployment, updates).

Endpoint Management & Security

• Support endpoint security controls (AV/EDR, BitLocker, device compliance), vulnerability remediation, and least‑privilege practices.
• (Nice to have) Operate Datto tools (RMM, BCDR, Autotask) for monitoring, remote support, patching, inventory, and backup verification.

Service Operations (ITIL)

• Drive incident, request, problem, and change manageme