Associate Engineer - Global IT Infrastructure Support

Key Responsibilities

• Supports the establishment and management of Service Level Agreements (SLAs), ensuring consistent and high-quality service delivery 
• Continuously improves IT and network service performance to enhance end-user satisfaction 
• Tracks, routes, and resolves incidents by coordinating with appropriate technical teams 
• Provides guidance to users to maximize the use of Microsoft 365 applications such as Outlook, Teams, SharePoint Online, OneDrive, Word, Excel, PowerPoint, and Exchange Online 
• Enables self-service support and promotes user awareness of Microsoft tools and services 
• Assists in system enhancements, bug fixes, and infrastructure-related changes 
• Handles user onboarding and offboarding processes, including user lifecycle management 
• Creates, modifies, and deactivates user accounts in Active Directory (AD) and Azure Active Directory (Azure AD / Microsoft Entra ID) 
• Configures user profiles, group memberships, and access permissions in AD/AAD 
• Provisions and manages Microsoft 365 user accounts, Exchange Online mailboxes, Teams access, and OneDrive storage 
• Ensures timely access provisioning and deprovisioning in line with security and compliance policies 
• Grants and revokes access, including USB access, administrative privileges, and role-based access control (RBAC) 
• Manages SharePoint Online site creation, permissions, and content administration 
• Handles Microsoft 365 license assignment and removal (e.g., E3, E5, Business plans) 
• Manages AI tool license assignment and revocation (e.g., Microsoft Copilot and Github, Copilot, Curser AI, Cloude AI) 
• Monitors and optimizes license usage across Microsoft 365 environments 
• Provides support for network infrastructure, including VPN configuration, connectivity troubleshooting, and firewall management 
• Configures and monitors VPN access, network security rules, and firewall policies 
• Troubleshoots network and user access issues across cloud and on-premises environments 
• Identifies and remediates server vulnerabilities in both cloud (Azure) and on-premises systems 
• Ensures compliance with security standards, policies, and patch management processes 
• Maintains trackers for onboarding, offboarding, access control, and license management activities
• Updates and maintains technical documentation, SOPs, and audit records 
• Provides day-to-day application support and troubleshooting for Microsoft 365 and business applications 
• Resolves user issues efficiently and escalates complex problems when required

Person Specifications

• Degree or Higher National Diploma (HND) in ICT (Software / Networking) or equivalent qualification or relevant experience
• Certification in Microsoft Azure (AZ-900 or AZ-104 preferred)
• Experience in IT support and Microsoft 365 administration 
• User onboarding/offboarding (AD & Azure AD) 
• Access management and license administration 
• Networking support including VPN and firewall 
• Troubleshooting applications and systems 
• Scripting knowledge (PowerShell, Python, Shell Scripting)
• Strong communication and problem-solving skills 
• Able to work independently and in a team 
• Good time management and attention to detail 
• Customer-focused and adaptable 
• Willingness to learn and continuously improve