Senior IT Support Analyst

Overview

About Illumina Technology Solutions, LLC. At Illumina Technology Solutions, we are experiencing rapid growth across the U.S., Canada, India, and Pakistan and are proud to be a Microsoft Gold Partner.

We are committed to providing technology solutions that help organizations thrive in a fast-changing digital landscape.

Our vision is to become a leader in digital transformation for our clients, leveraging the power of the Microsoft digital ecosystem to drive innovation and growth.

About The Role

We are seeking an experienced IT Support Engineer with 810 years of experience to provide advanced end-user support and manage day-to-day Microsoft 365 and IT operations activities.

This role is responsible for ensuring the availability, security, and performance of IT systems and cloud services, including user management, security controls, endpoint management, and incident and service request handling through a ticketing system.

The ideal candidate will collaborate with internal teams to resolve complex technical issues, maintain system documentation, and continuously improve IT service quality while supporting a secure and efficient IT environment.

Essential Functions

• Provide advanced technical support and escalation handling for complex hardware, software, network, and Microsoft 365-related issues
• Perform day-to-day administration of Microsoft 365 services, including Azure Active Directory (Entra ID), Exchange Online, Teams, SharePoint Online, and OneDrive
• Design and manage user lifecycle processes, including onboarding, offboarding, role-based access control, and license optimization
• Configure and maintain mail flow, shared mailboxes, distribution groups, and security policies in Exchange Online
• Implement and manage security controls such as Multi-Factor Authentication (MFA), Conditional Access, and identity protection policies
• Deploy, manage, and maintain endpoint devices and applications using Microsoft Intune, including compliance policies and patch management
• Monitor system performance, cloud services, and network health, proactively identifying risks and implementing improvements
• Support IT audits, access reviews, and compliance initiatives aligned with security and data protection standards
• Assist in developing, documenting, and enforcing IT policies, procedures, and best practices across the organization
• Manage IT asset lifecycle, vendor coordination, and software and licensing management
• Collaborate with business stakeholders and external partners on IT projects, migrations, and infrastructure enhancements
• Troubleshoot and resolve advanced Microsoft 365 issues related to authentication, synchronization, mail flow, and service availability
• Manage and maintain backup, retention, and recovery policies for Microsoft 365 workloads
• Analyze recurring support issues and implement long-term solutions to improve service quality and system stability
• Maintain system documentation, knowledge base articles, and standard operating procedures (SOPs) for IT and Microsoft 365 services
• Manage incidents and service requests using the IT ticketing tool, ensuring proper categorization, prioritization, escalation, and resolution in line with defined SLAs
• Track, analyze, and report on ticket trends, recurring issues, and resolution metrics to drive continuous improvement in IT support services
  
  

• Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience)
• 8 - 10 years of proven experience in IT Support, Microsoft 365 Administration in a professional environment
• Strong hands-on experience with Microsoft 365, Azure Active Directory (Entra ID), Exchange Online, Teams, SharePoint Online, and OneDrive
• Solid knowledge of computer hardware, software, operating systems (Windows, macOS), networks, and IT systems
• Proficiency with Microsoft Office Suite and common business applications
• Experience with IT ticketing systems, incident management, service request handling, and SLA-based support
• Familiarity with remote support tools and endpoint management solutions, including Microsoft Intune
• Strong understanding of IT security best practices, identity management, and Multi-Factor Authentication (MFA)
• Excellent troubleshooting, problem-solving, and analytical skills
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
• Certifications such as CompTIA A+, AZ-900, AZ-104, or equivalent are a plus
  
  

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status

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