Lead - IT Support Engineer - CB

Company Background: Landmark Global is the international division of bpost, Belgium's national postal service. Bpost employs more than 20,000 people, handles 3.9 billion items per year and delivers to more than five million addresses every day. Landmark Global currently operates in 11 countries, 25 locations, handles over 200K parcels per day and is part of the eLogistics business unit. For more than a decade, Landmark Global, with its roots in Southern California, has enabled our customers to expand globally. Our business has grown from basic international mail and parcel delivery to full service, end-to-end solutions. This includes proprietary technology and trade consulting, which provides our clients with the capability to sell to millions of customers worldwide. Our technology is web-based, scalable and agile. Mercury, our proprietary web-based software, was developed on the foundations of our logistics expertise and client requests. Position Overview: We are seeking an experienced and customer-focused Lead - IT Support Engineer to provide technical support across our organization and manage 50+ Accounts. The ideal candidate will have strong hands-on experience with Microsoft 365, Fortigate VPN, Microsoft Azure, and Windows Server 2016 and manage 100+ employees. There is an opportunity to grow into a security role within a business that operates a European management culture reliant on Mutal Trust and Respect and needs to work well with vendors.Key Responsibilities Technical Support

• Provide 1st–2nd line support for hardware, software, and network issues.
• Troubleshoot problems related to Microsoft 365 applications, email, Teams, SharePoint, and OneDrive.
• Resolve connectivity issues with Fortigate VPN and assist users with remote access. System Administration
• Manage and maintain Azure Active Directory including user accounts, groups, roles, and security settings.
• Administer Windows Server 2016 including AD DS, DNS, DHCP, Group Policy, and file services.
• Monitor system performance and ensure availability and reliability of IT services.
• Monitor Supplier performance Infrastructure & Security
• Support Fortinet/Fortigate firewall operations including VPN configuration, policies, and monitoring.
• Implement and maintain IT security best practices across endpoints and cloud services.
• Assist with patch management, backups, and disaster recovery procedures.
• Setup new Users
• Setup new devices
• Install Company Approved Software Operational Support
• Maintain IT documentation including maintain and administer the Computer and User Equipment List.
• Collaborate with 20+ external vendors such as 3rd party support when needed to resolve issues.
• Participate in IT projects, upgrades, and migrations.
• Support and manage 100+ users with Group related IT issues (EMAIL) raising and managing tickets on SNOW Required Skills & Experience Technical Skills
• Proficiency with Microsoft 365 Admin Center, Exchange Online, Teams, SharePoint, and security features.
• Hands-on experience configuring and supporting Fortigate VPN and Fortinet firewalls.
• Working knowledge of Microsoft Azure (Azure AD, Intune, device management, conditional access, Roles and policies).
• Strong experience managing Windows Server 2016 (Active Directory, Group Policy, DNS/DHCP).
• Good understanding of networking fundamentals: TCP/IP, VLANs, routing, Wi-Fi.
• Familiarity with Cyber Essentials General Skills
• Strong problem-solving and diagnostic skills.
• Great logical deduction
• Excellent communication and customer service abilities.
• Ability to work both independently and as part of a team.
• Strong organisational skills and attention to detail. Preferred Qualifications
• 9+ years of Experience as IT Support with 3+ years as Lead IT Support
• Experience with firewalls
• Manage Large Teams and vendors
• Experience of RMM Intune/Endpoint Manager, N-able
• Experience supporting hybrid cloud environments Personal Attributes
• Calm under pressure with strong time-management skills.
• Professional, approachable, and service-oriented
• Views security as essential