Senior Internal IT and Project Engineer

Accountabilities:: Advanced technical support: Own complex third-line incidents and service requests across identity, cloud services, endpoints, servers, networking, and integrations. Lead technical investigations, coordinate major incident resolution, restore services safely, maintain clear communication, and ensure accurate ticket documentation and effective handovers. Internal IT and Microsoft 365 administration: Manage Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and OneDrive. Administer Microsoft Entra ID identities, permissions, roles, licensing, multifactor authentication, and conditional access policies while ensuring secure and efficient employee onboarding and offboarding. Endpoint and device management: Oversee device enrolment, configuration, application deployment, patching, encryption, and compliance using Intune and approved endpoint management tools. Maintain standard device builds, verify readiness, monitor service health, and coordinate backup, recovery, and supplier escalations where required. Asset lifecycle and logistics: Maintain accurate IT asset records, coordinate equipment purchases and provisioning, and manage device delivery, collection, repair, replacement, and returns. Work with suppliers, couriers, Procurement, and office teams to track equipment, reconcile inventory, recover devices from departing employees, and ensure secure wiping, redeployment, or disposal. Security and operational controls: Protect company data, employee information, and credentials by following approved security, access, retention, and disposal procedures. Obtain the necessary approvals for purchases and technical changes, maintain audit trails, and escalate security concerns or operational risks promptly. Change and problem management: Maintain change records, document business justifications, assess risks and dependencies, prepare implementation and rollback plans, and coordinate approvals. Investigate recurring incidents, identify root causes, document known errors and workarounds, and implement permanent fixes to improve service reliability. Project management and PMO delivery: Manage assigned internal and client IT projects from initial scoping through completion. Define objectives, deliverables, acceptance criteria, timelines, resource requirements, budgets, and dependencies. Maintain project plans, track costs and progress, manage risks and issues, coordinate stakeholders, and provide regular reporting on milestones, decisions, and delivery status. Hands-on project engineering: Translate approved requirements into technical designs, deployment plans, and test procedures. Deliver Microsoft 365 and identity improvements, endpoint rollouts, migrations, and infrastructure upgrades. Coordinate testing, implementation, go-live support, and stabilisation, ensuring that solutions meet acceptance criteria and are properly handed over to operational teams. Documentation and continuous improvement: Maintain technical documentation, configuration records, diagrams, operating procedures, and knowledge articles in approved systems. Coach junior engineers, standardise troubleshooting practices, improve service desk knowledge, and ensure project outcomes are transitioned effectively into ongoing support. Stakeholder coordination and delivery governance: Work independently while coordinating with international colleagues, HR, Procurement, suppliers, and service delivery leadership. Manage competing priorities transparently, raise capacity constraints early, and ensure technical work and project commitments remain aligned with agreed service priorities and available resources. Requirements: Senior IT engineering experience: At least five years of relevant professional experience, including senior IT engineering or third-line support, complex incident ownership, and responsibility for internal IT services in a managed service provider (MSP) or distributed organisation. Microsoft technologies: Strong hands-on experience administering Microsoft 365, Microsoft Entra ID, Windows endpoints, identity and access controls, licensing, and device management. Practical knowledge of secure onboarding, offboarding, permissions management, and endpoint compliance is essential. Infrastructure and troubleshooting: Advanced troubleshooting skills across cloud services, Windows infrastructure, DNS, DHCP, TCP/IP, firewalls, VPNs, and related enterprise IT systems. A sound understanding of cybersecurity, backup and recovery, and operational risk management is required. Asset and supplier management: Experience maintaining IT asset inventories and coordinating equipment procurement, provisioning, shipping, returns, repairs, replacements, and disposal. Strong follow-through and attention to detail are essential for maintaining accurate records and ensuring equipment accountability. Project delivery and governance: Demonstrable experience managing technical projects, including scoping, effort and cost estimation, planning, budgeting, milestones, dependencies, resource coordination, risk management, stakeholder updates, and hands-on implementation. The ability to manage project records, monitor delivery performance, and support PMO reporting is important. IT service management: Practical experience with change management, problem management, IT service management (ITSM) or professional services automation (PSA) platforms, root cause analysis, incident documentation, and technical knowledge management. Technical tools and automation: Familiarity with tools such as HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy, or Druva is advantageous. Experience with Azure, macOS, PowerShell scripting, automation, standardised device deployment, or other cloud platforms is also beneficial. Communication and organisation: Excellent written and spoken English, strong analytical and problem-solving abilities, and effective time management. You should be comfortable working independently, mentoring colleagues, coordinating across international teams, and balancing support responsibilities with project delivery. Qualifications and availability: Relevant Microsoft, ITIL, cloud, or networking certifications are desirable, as are PRINCE2, APM, or PMP project management qualifications. Equivalent practical experience is equally valued. Candidates must be able to work remotely from India during the required shift. Benefits: Fully remote working arrangement from India. Full-time position with opportunities to contribute to both internal IT operations and client-facing technology projects. Exposure to a broad technical landscape spanning Microsoft 365, cloud platforms, cybersecurity, endpoint management, networking, and infrastructure. Opportunities to take ownership of complex technical challenges and lead projects from planning through implementation and handover. Collaboration with international teams, technical specialists, suppliers, and cross-functional stakeholders. Opportunities to mentor junior engineers, improve operational processes, and contribute to service delivery standards. Exposure to diverse client environments, technologies, and industries. Opportunities for ongoing learning, professional development, and growth in senior engineering and project delivery responsibilities.