Onsite IT System Engineer

Role Overview The Onsite IT System Engineer provides reliable day-to-day technical support and infrastructure administration for assigned customer environments. The role owns incidents and service requests from assessment through resolution, supports Microsoft 365, Windows Server, network and security platforms, and works closely with company's L1, L2 and L3 teams to meet service-level and customer expectations. Job Responsibilities: 1. Onsite End-User Support • Provide onsite and remote support for desktops, laptops, printers, mobile devices and standard business applications. • Troubleshoot Windows, Microsoft Office, Outlook, VPN, printing, endpoint performance and application issues. • Install, configure, replace and upgrade hardware, software, peripherals and approved applications. • Support user onboarding, offboarding, account changes, equipment deployment and asset handover. • Coordinate warranty cases and third-party vendor support, and maintain professional communication at customer sites. 2. Active Directory and Microsoft 365 • Create, modify, disable and manage Active Directory and Microsoft Entra ID user and computer accounts. • Administer security groups, distribution groups, Group Policy, shared-folder access and NTFS permissions. • Manage Microsoft 365 licences, Exchange Online mailboxes, shared mailboxes, distribution lists and delegated access. • Troubleshoot Outlook, mail flow, authentication, MFA, OneDrive, SharePoint Online and Microsoft Teams issues. • Manage SharePoint Online access, sharing permissions, site membership and OneDrive synchronisation issues. 3. Server and Infrastructure Management • Monitor and maintain Windows Server environments, including Active Directory Domain Services, DNS, DHCP, file and print services. • Perform server health checks, patching, backup verification, storage checks and capacity monitoring. • Support Hyper-V virtual machines and routine virtualisation operations. • Troubleshoot server services, performance, storage and connectivity issues, and assist with restoration and disaster-recovery testing. • Escalate complex cases to the L3 or project team with clear evidence, actions performed and business impact. 4. Network and FortiGate Administration • Troubleshoot LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, VLAN and internet connectivity issues. • Perform basic configuration and troubleshooting of managed switches, routers and wireless access points. • Administer FortiGate firewall policies, address and service objects, NAT, port forwarding, interfaces, VLANs and routing. • Support site-to-site VPN, remote-access VPN, web filtering, security profiles, configuration backup, log review and controlled firmware upgrades. • Coordinate with internet service providers and vendors during outages, and support network refresh, cabling and labelling activities. 5. Ticket Ownership and Service Operations • Record all requests, troubleshooting actions, customer updates and resolutions in Autotask PSA. • Own assigned incidents and service requests through resolution while meeting applicable SLA targets. • Provide timely updates to users, customer representatives and internal teams; escalate high-impact incidents promptly. • Prepare incident summaries and root-cause information when required. • Follow customer approval, change-control, information-security and data-handling procedures. 6. Documentation and Preventive Maintenance • Maintain accurate asset inventories, network diagrams, rack details, system records and standard operating procedures. • Update technical documentation and credentials records in approved systems such as IT Glue. • Conduct scheduled preventive maintenance and submit clear onsite service reports. • Identify recurring problems and recommend permanent, supportable improvements. Technical Competencies: Endpoint: Windows 10/11, Microsoft Office, Outlook, printers and endpoint troubleshooting Microsoft Cloud: Microsoft 365, Entra ID, Exchange Online, SharePoint Online, OneDrive and Teams Server: Windows Server, AD DS, Group Policy, DNS, DHCP, file/print services and Hyper-V Network: TCP/IP, switching, routing, VLANs, Wi-Fi, VPN and structured troubleshooting Security: FortiGate administration, firewall policy, NAT, VPN, logging and endpoint security MSP Tools: Ticketing, RMM, patching and documentation platforms; Autotask and Datto RMM are advantageous Job Requirements: • Diploma or degree in Information Technology, Computer Science or a related discipline. • At least 3 years of relevant experience in onsite IT support, system administration or an MSP environment. • Hands-on ability to troubleshoot endpoint, Microsoft 365, Windows Server and network issues independently. • Practical FortiGate firewall administration experience is strongly preferred. • Basic PowerShell knowledge and experience with backup, antivirus, endpoint-security and patch-management solutions are advantageous. • Strong customer-service, communication, time-management and technical-documentation skills. • Able to prioritise multiple requests, work under pressure and travel between customer sites when assigned. • Willing to support planned after-hours maintenance or critical incidents when required. Key Performance Expectations: Ownership: Take responsibility for assigned issues and follow through to verified resolution. Communication: Keep customers and internal teams informed with clear, timely and accurate updates. SLA Discipline: Prioritise work according to impact, urgency and agreed service levels. Technical Quality: Use structured troubleshooting, safe change practices and appropriate escalation. Documentation: Maintain complete ticket notes, technical records and customer environment information. Security: Protect customer information and comply with approved security and data-handling procedures. Improvement: Identify recurring issues and recommend durable improvements to systems and processes. Others: Working loca…