Senior Support Engineer

Join to apply for the

Senior Support Engineer

role at

National Aquaculture Group | NAQUA

Responsible for leading IT service management operations and infrastructure support. This role ensures the reliability, security, and efficiency of enterprise IT services, acting as a key escalation point and mentor within the support team.

Responsibilities

ITSM & Service Delivery Leadership

Oversee incident, problem, change, and service request management in alignment with ITIL standards.

Ensure governance, SLA adherence, and audit readiness for IT operations.

Drive process standardization, automation, and continuous improvement in ITSM workflows.

Serve as the escalation lead to critical incidents and cross-functional service issues.

Infrastructure Support & Operations

Provide lead-level expertise in supporting servers, Active Directory, Microsoft 365, and core networking services.

Coordinate and guide system upgrades, patching cycles, backups, and infra monitoring.

Partner with infrastructure and cloud teams to ensure resilient and scalable IT environments.

Contribute to strategic infra projects such as migrations, application rollouts, and security enhancements.

Team & Stakeholder Engagement

Mentor and support junior engineers and IT support staff, fostering knowledge sharing and skill growth.

Act as a bridge between ITSM operations and infrastructure teams, ensuring alignment with business goals.

Communicate effectively with stakeholders to translate technical updates into business impact.

Support leadership in planning and resource optimization within the IT function.

Education Bachelor’s degree in IT, Computer Science, or Engineering, or equivalent degree.

Knowledge Deep knowledge of ITSM frameworks with hands-on ITIL application. Advanced technical expertise in infrastructure operations (servers, AD, networking, Microsoft 365, endpoint / device management).

Proven ability to lead escalations, manage priorities, and improve processes. Excellent communication, leadership, and stakeholder management capabilities.

Experience 5-10 Years, Extensive background in enterprise IT support, service management, and infrastructure operations. Demonstrated success in leading support functions, infra-related projects, and ITSM process improvements. Proven track record of mentoring team members, managing escalations, and ensuring IT service excellence.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Food and Beverage Manufacturing

Information Services

IT Services and IT Consulting

Note : Some boilerplate and prompts about referrals or alerts have been removed to maintain a clean, job-focused description.

#J-18808-Ljbffr