Senior IT Support Engineer

We are looking for a Senior IT Support Engineer, whose primary focus will be on elevating and advancing our IT foundations. This role will be responsible for implementing, managing, and supporting IT systems and applications, providing both on-site and remote technical assistance. The key focus is on delivering an exceptional customer experience and providing comprehensive solutions for advanced technical issues, ensuring that all systems, network connections, and software are functioning properly for RSI staff. 

What You’ll Do:  

• Engage in ongoing efforts to deliver exceptional IT experience for all RSI employees by providing proactive management and maintenance of RSI IT applications.
• Implementation, configuration, administration, and maintenance of Identity and Access Management systems like CyberArk, Delinea, Okta, ForgeRock etc. 
• Manage and configure Microsoft 365 services, including but not limited to SharePoint, Exchange Online, Intune, Active Directory, Azure, and Entra to ensure integration with Azure for seamless user identity and access management.
• Act as an escalation point for user support issues, taking ownership and providing advanced technical support for queries related to computer systems, software, and hardware, ensuring timely and effective resolutions.
• Managing user accounts and permissions ensuring users are authenticated and authorized to access systems, applications and databases based on their job responsibilities (RBAC or ABAC) in the identity and access management systems. 
• Plan, implement and manage integrations of all systems to the access management system.
• Ensure full compliance with relevant regulations and standards (e.g., GDPR, ISO-27001, PCI-DSS) across all jurisdictions the organization operates in, adapting IAM policies as necessary to new legal requirements.
• Provide technical support on-site or via remote-access system. Troubleshoot hardware, software, networking and connection issues
• Cooperate closely with Development teams, Infrastructure team, external vendors and Customer Support
• Create and maintain technical documentation and manuals.

What We're Looking For:

• Strong knowledge of popular operating systems (Microsoft Windows, Apple macOS, Linux), software applications, and remote connection systems
• Experience working as a Microsoft Systems and Applications Administrator / Engineer.
• Experience with Identity and Management systems (CyberArk, Delinea, Okta, ForgeRock etc.,),  including HRIS integrations and IAM best practices.
• Demonstrate the ability to solve complex hardware and software issues
• Experience with developing and implementing IT & InfoSec processes
• Demonstrate self-initiative and proactivity.
• Show team-player mentality and leadership qualities.
• Very good mastery of English
• Excellent interpersonal skills
• Good written and verbal communication skills
• A sense of ownership and a passion for technology
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Experience with ISO 27001 controls and PCI DSS requirements is preferred but not required
• Identity and Access Systems Certifications is preferred but not required
• Microsoft Administration Certifications is preferred but not required
• Experience with developing and implementing IT processes is preferred but not required
• Experience working with the ITIL Framework is preferred but not required