Purpose of the position
The purpose of the ICT Support and Test Engineer position is to provide hands-on technical support across Microsoft 365, networking, security, and AEC (Architecture, Engineering and Construction) industry applications for our portfolio of managed clients. This role combines tier 2/3 support with a strong focus on testing and quality assurance, ensuring that scripts, configurations, security policies, and deployments are thoroughly validated before they reach client production environments. The role involves working closely with security tools (Huntress and ThreatLocker), managing endpoints via Datto RMM, and supporting AEC-specific applications such as Revit, AutoCAD, Bluebeam. This position is critical to maintaining reliable, secure, and well-tested IT environments for our AEC client base.
Responsibilities and duties
Oversee the daily support, system administration and testing operations across our managed AEC client portfolio, including:
· Deliver tier 2/3 technical support across Microsoft 365, networking, security, and AEC-specific applications for managed clients, ensuring timely and effective issue resolution.
· Liaise with security vendors, suppliers, and service providers; evaluate, recommend, deploy, and maintain security software solutions; and monitor vendor performance against contractual obligations and service level agreements (SLAs).
· Diagnose, troubleshoot, and resolve hardware and software malfunctions across servers, workstations, and communication infrastructure to minimize downtime and operational disruption.
· Test system upgrades and patches prior to deployment, tracking and resolving identified issues in accordance with established quality assurance scripts, procedures, and processes.
· Build and maintain a dedicated sandbox/test environment to validate system changes and configurations prior to production rollout.
· Conduct regression and compatibility testing following Windows, Microsoft 365, and AEC software updates to maintain system stability and functionality.
· Coordinate and execute user acceptance testing (UAT) with client stakeholders for major system changes, upgrades, and migrations.
· Test and validate backup and disaster recovery procedures, documenting outcomes and recommending improvements as required.
· Maintain comprehensive documentation of procedures, test cases, and configuration changes within the company knowledge base.
· Support new client onboarding through environment audits, baseline assessments, and initial system testing to establish performance benchmarks.
Academic and trade qualifications
Essential qualifications
- Microsoft 365 Fundamentals – MS-900
Desirable qualifications
- A bachelor’s degree in information technology
- Networking or security-related certification (e.g. CompTIA Network+ or Security+)
Work experience and skills
Essential experience
- Experience supporting Microsoft 365 services (Exchange Online, SharePoint, Teams, Intune, Entra ID).
- Strong scripting skills (PowerShell preferred) and experience with RMM platforms (Datto RMM advantageous).
- Familiarity with endpoint security tools (ThreatLocker, Huntress, or similar EDR/MDR platforms).
- Networking fundamentals – firewalls, VPNs, switches, and Wi-Fi.
- A methodical, test-driven approach to deploying changes.
- Minimum 3 years of relevant work experience.
Desirable experience
- Exposure to AEC industry software (Revit, AutoCAD, Bluebeam, Procore, ProjectWise) highly regarded.
- Familiarity and understanding of the AEC (Architecture, Engineering and Construction) industry and its relevant tools and applications.
- Prior experience in system administration, IT support, or a related role.
Personal qualities and behavioural traits
Essential qualities or behaviours
- Excellent verbal and written communication skills to interact with various departments and stakeholders. The ability to explain technical concepts to non-technical users is important.
- Strong documentation skills and attention to detail.
- A keen eye for detail to ensure configurations, security policies, and test results are accurate and properly recorded.
- The ability to work effectively in a team environment and collaborate with other IT professionals to achieve common goals.
Desirable qualities or behaviours
- Desire to personally and professionally learn and improve skills and experience relevant to the AEC industry and the clients it serves.
Relationships
Details of relationships relevant to this role
- This position will be trained by the Service Desk Manager with ongoing support and supervision.
- Internal relationships with other teams within the organisation for escalations and project work.
- External relationships with end users who may have varying roles, from administration through to C-level executives, that require technical assistance.
- External relationships with vendors and other service providers to coordinate hardware and software faults for the purpose of resolution.
Pay: $75,086.28 – $85,000.00 per year
Work Location: In person
