Senior IT Support Engineer

Fortes Education is seeking an experienced Senior IT Support Engineer to provide advanced technical support across our corporate offices and schools. This role is responsible for maintaining a secure, reliable, and high-performing IT environment while supporting staff, students, and teaching technologies.

The ideal candidate will have strong hands-on experience administering both Microsoft 365 and Google Workspace for Education environments, alongside enterprise infrastructure, networking, endpoint management, cybersecurity, and school technology platforms. The role also plays an important part in IT projects, infrastructure upgrades, service improvement initiatives, and ensuring exceptional end-user support.

Key Responsibilities

Google Workspace & Microsoft 365

• Administer and support Google Workspace for Education including Google Admin Console, Organizational Units, user provisioning, Groups, Google Classroom, Drive governance, and security policies.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Active Directory, Azure, and Group Policies.
• Manage identity and access management (IAM), user lifecycle, permissions, and security policies across both ecosystems.

Infrastructure & Networking

• Deploy, configure, and support Windows Server environments, desktops, laptops, tablets, printers, and enterprise applications.
• Manage Layer 2/Layer 3 networking, wireless infrastructure, VLANs, DHCP, DNS, VPNs, firewalls, and WAN connectivity.
• Perform advanced troubleshooting and root cause analysis across infrastructure, network, hardware, software, and cloud environments.

School Technology & End User Support

• Support school MIS platforms (iSAMS, SIMS, Bromcom, or equivalent).
• Maintain classroom technologies including interactive displays, AV systems, conferencing solutions, and digital learning platforms.
• Deliver responsive technical support to both corporate and academic users while meeting agreed SLAs.

IT Operations & Projects

• Manage endpoint deployment, imaging, patching, endpoint security, backups, disaster recovery, software licensing, and asset management.
• Participate in infrastructure upgrades, cloud implementations, cybersecurity initiatives, and technology improvement projects.
• Maintain accurate documentation and collaborate with vendors, service providers, and internal stakeholders.
• Use AI-powered tools to improve troubleshooting, documentation, automation, and service delivery.

Candidate Requirements

Education

• Bachelor's Degree in Computer Science, Information Technology, or a related discipline.

Experience

• Minimum 5 years' experience in a senior IT support or infrastructure support role.
• Experience supporting both corporate and academic environments is highly desirable.
• Previous experience within an educational institution will be an advantage.

Essential Technical Skills

Candidates should have strong hands-on experience with:

• Google Workspace for Education (Google Admin Console, OUs, Google Classroom, Drive, user administration) – Essential
• Network infrastructure (Layer 2/3 switching, wireless, firewalls, VLANs, DHCP/DNS, WAN)
• Endpoint management (Intune, SCCM, Autopilot or equivalent)
• Identity & Access Management (IAM)
• Backup, disaster recovery, endpoint protection, and cybersecurity best practices
• School MIS platforms (iSAMS, SIMS, Bromcom, or equivalent) will be a strong advantage
• Classroom AV, interactive displays, and conferencing technologies
• AI-powered productivity and automation tools

Professional Skills

• Excellent communication and customer service skills.
• Strong analytical and troubleshooting ability.
• Ability to work independently and manage competing priorities.
• High attention to detail with excellent documentation practices.
• Calm and professional under pressure, particularly during teaching hours and business-critical incidents.
• Strong stakeholder management and teamwork skills.

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