About Us:
As an IT Support Engineer at Kenility, you will become part of a collaborative team of developers, engineers, and designers focused on delivering top-quality software solutions to the market.
Technical Requirements:
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- At least 5 years of experience in IT systems administration and/or support engineering, including responsibilities as a senior support resource or escalation point.
- Proven experience managing complex technical issues from initial diagnosis through final resolution while supporting helpdesk or frontline support teams.
- Strong hands-on experience administering Microsoft 365 environments integrated with Okta and/or Microsoft Entra ID.
- Experience managing a diverse portfolio of SaaS applications within a cloud-first environment without on-premises infrastructure.
- Practical experience with Identity and Access Management (IAM), Mobile Device Management (Microsoft Intune), and automation using PowerShell.
- Hands-on experience provisioning, managing, and supporting virtual machines in AWS and Microsoft Azure environments.
- Solid understanding of domains, DNS, VPNs, and enterprise network security concepts.
- Experience working with ITSM or ticketing platforms such as FreshService, ServiceNow, or Jira Service Management.
- Previous experience collaborating closely with systems engineering or infrastructure teams is considered a plus.
- Strong documentation and communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
- Minimum Upper Intermediate English (B2) or Proficient (C1).
Tasks and Responsibilities:
- Take ownership of the organization’s most complex end-user and systems support issues, ensuring they are resolved efficiently and permanently.
- Serve as the senior escalation point for the helpdesk team, providing technical guidance and advanced troubleshooting expertise.
- Act as the primary liaison between IT Support and Systems Engineering to ensure effective collaboration across technical teams.
- Investigate, troubleshoot, and resolve advanced issues across Microsoft 365, SaaS platforms, cloud infrastructure, and identity management services.
- Mentor helpdesk team members by sharing technical knowledge and supporting their professional development.
- Drive continuous improvement by identifying root causes, implementing preventive solutions, and maintaining accurate technical documentation.
- Support operational stability by participating in incident response, communicating effectively with stakeholders, and contributing to long-term system reliability.
Soft Skills:
- Responsibility
- Proactivity
- Flexibility
- Great communication skills
