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