Technical Helpdesk & Digital Remote Support Professional II

We are seeking a highly skilled Senior Service Engineer to join our IT team. In this critical role, you will serve as the Cisco Meraki Subject Matter Expert (SME), providing advanced support for managed services, optimizing infrastructure (including both internal and client environments), and ensuring seamless operations across the organization. You will also manage Azure cloud services and support internal hosted data center infrastructure. Additionally, you'll work closely with our Professional Services team on client-facing projects related to both internal and external customer portfolios.


Key Responsibilities:


Provide Tier 3 support, troubleshooting issues related to Cisco Meraki networks, Azure cloud services, and cloud-hosted infrastructure.

Act as the Cisco/ Cisco Meraki SME, deploying, configuring, and maintaining Cisco and Cisco Meraki solutions (routers, switches, firewalls, wireless APs) for enterprise-scale networks.

Administer and manage Azure cloud environments, including Azure Active Directory, networking, virtual machines (VMs), and storage solutions.

Oversee and maintain cloud-hosted infrastructure, ensuring high availability, scalability, and security for business-critical systems.

Collaborate with the Professional Services team on IT projects related to both internal infrastructure and customer portfolios.

Conduct proactive system maintenance, including security audits, backups, upgrades, and optimization to ensure system integrity and security compliance.

Provide training and knowledge transfer to junior engineers and internal team members, fostering collaboration and continuous learning.

Support internal and external clients remotely/onsite in addressing IT infrastructure needs, ensuring that service level agreements (SLAs) and project timelines are met.

Participate in on-call support rotation (weekly), providing after-hours troubleshooting and support as needed.


Requirements:


5+ years of experience in System and Network Administration, with expertise in Cisco Meraki and Azure cloud platforms.


In-depth experience with Cisco Meraki (routers, switches, firewalls, and wireless APs) and expertise in deploying and optimizing Meraki solutions.


Hands-on experience managing Azure services, including Azure Active Directory, VMs, networking, and storage.


Strong understanding of cloud infrastructure management, including security, scalability, and high availability in cloud-hosted environments.


Proficient in Microsoft 365 applications, including Intune, Defender, and Exchange.


Experience working collaboratively with cross-functional teams, particularly with a Professional Services team on customer-facing projects.


Familiarity with networking protocols, including LAN/WAN, VPNs, firewalls, and network security.


Ability to train and mentor junior team members, create and share technical knowledge in a collaborative, team-oriented environment.


Relevant certifications such as Cisco Meraki CMNA/CMNO or Azure Solutions Architect are a plus.


Additional Information:


Work Environment: Hybrid (combination of office and remote work)


Driving license and a reliable vehicle are required for this role