IT SUPPORT ENGINEER

Black & White Engineering (B&W) is a leading MEP design consultancy. Launched in the UAE in 2007, we became an independent company in 2014 and are now a true global consultancy with offices in Europe, Middle East, Asia, and Australia.

Our engineering expertise reaches across all sectors of the construction industry, providing pragmatic and practical design solutions to ensure our projects are spatially and operationally efficient. Our design process fully considers the installation and maintenance practicalities on site.

This role will assist with the smooth running of the IT infrastructure and will be part of a robust team that provides support across the business, ensuring hardware and software issues are resolved promptly and effectively.

The successful candidate will have a wealth of experience in EUC support, Enterprise IT Infrastructure implementation and support both on Cloud and on premise. They will have a thorough understanding of IT Security best practices.

• Provides support to users in resolving IT application-related incidents, service requests, and problems in a timely and efficient manner in line with business requirements
• Provides timely communication to users on the status of their service requests and incidents
• Prioritises and schedules assigned support activities and tasks
• Applies appropriate application maintenance, support, and incident management processes and procedures to support and maintain IT applications and to investigate and resolve IT application-related incidents
• Provides first-line support for business applications and support of associated business software
• Liaises with third-party suppliers of solutions in support of IT application-related incidents and ensures problems are resolved in a timely and professional manner
• Designs, tests, and modifies management reports using existing tools
• Supports the development of applications under the supervision of the Group IT Manager
• Maintains IT application support technical documentation
• Polices IT policies and procedures to ensure compliance with ISO27001
• Monitors hardware and software inventory and ensuring that only approved/licenced devices and software are used
• Carries out ad hoc duties as required by the Group IT Manager
• Implements the Global IT Strategy at a regional level

• Understanding of, and experience with, Incident/Request/Problem ITIL principles
• End-user compute support across all locations
• Microsoft Windows desktop, Server OS, and virtual environment administration
• Knowledge of server-based hardware (e.g., Dell, HP)
• Excellent knowledge of the Microsoft Cloud stack, including Azure Cloud, Azure AD, M365 product suite, with a particular focus on Exchange online and SharePoint administration
• Can display a strong understanding of Microsoft Defender suite for Endpoints (Intune), AIP, DLP, and Cloud security
• Experience in the implementation and management of networks, Wi-Fi, and Enterprise Firewall solutions across a wide range of vendors
• Knowledge of enterprise backup solutions (e.g., Veeam, Azure Backup)
• Experience in implementing and maintaining Cloud and on-prem storage solutions
• Experience with monitoring solutions utilising traffic analyzer, NetFlow collectors, and capacity management tools
• Experience in the following areas – SIEM, Azure Sentinel, Vulnerability Intelligence: Qualys, Tenable IO or Nessus – Windows patch management, third-party application patch management tools
• Thorough understanding of Threat Prevention and Detection technologies along with Malware Detection and Remediation technologies
• Knowledge of Information Security Management frameworks such as ISO 27001, NIST Cybersecurity, CIS Controls; understanding of the policies and processes required for compliance
• Experience with the setup and support of Secure Email Gateway and Email archiving systems
• Experience with the Autodesk product suite would be an advantage
• Good organisational and time management skills
• Must be presentable, with good customer facing skills
• Excellent written and verbal communication skills, both face-to-face and over the phone, and can provide comprehensive documentation
• Ability to plan and prioritise workload
• Have worked in a similar position supporting end-users and troubleshooting

• Accountability: Everyone is accountable.
• Integrity: We are straight-talking, respectful, and fair.
• Simplicity: Both in our approach and solutions.
• Supportive: We are approachable, inclusive, and we recognise success.
• Quality: We strive to get it right first time, every time.

• Client first
• One Global Team
• Employer of Choice
• Growth
• Innovation