Provide first-line user support, administer helpdesk services, and manage end-user devices, enterprise applications, and network infrastructure.
Reporting to the IT & Systems Support Manager, this position entails overseeing all IT and systems support operations within the organization. The role involves managing a team of IT professionals, ensuring seamless technical assistance, and maintaining robust system infrastructure to support business continuity. Key responsibilities include troubleshooting complex technical issues, implementing and enforcing IT policies, and optimizing system performance to meet evolving organizational needs. Additionally, the position requires collaboration with cross-functional teams to align IT strategies with broader business objectives.
Oversee and execute a range of critical duties and responsibilities, ensuring alignment with organizational objectives and operational standards. This role demands meticulous attention to detail, proactive problem-solving, and the ability to collaborate effectively with cross-functional teams to drive project success. Responsibilities include managing workflows, maintaining compliance with industry regulations, and delivering measurable results while fostering a culture of accountability and continuous improvement. The ideal candidate will demonstrate strong leadership, adaptability, and a commitment to excellence in all aspects of their work.
You will deliver Level 1 and Level 2 IT helpdesk support while also conducting user training sessions focused on hardware components, including laptops, peripherals, and telephony systems, as well as enterprise solutions such as Microsoft 365, ERP platforms, and collaboration tools.
Incident and Problem Management: Address and resolve technical issues within the defined Service Level Agreement (SLA) parameters. When escalation to Level 3 support is required, ensure comprehensive ticket documentation is maintained from initial logging to final resolution.
Administers user accounts, permissions, and group policies within Active Directory and Microsoft Entra ID environments. Manages endpoint configurations and secures device compliance through Microsoft Intune to ensure consistent operational standards.
Provide technical support for network infrastructure, including troubleshooting local area networks (LAN) and wide area networks (WAN), managing wireless connectivity, configuring DNS and DHCP settings, as well as administering basic firewall and switch operations.
Cybersecurity and Compliance responsibilities include overseeing and sustaining endpoint protection measures, email security protocols, and data loss prevention mechanisms. Additionally, the role provides assistance with user access reviews and ensures adherence to WI OCC security policies and frameworks, such as ISO 27001 and NIST standards.
Ensure consistent completion, testing, and documentation of system and user data backups in alignment with the business continuity plan.
Expertly develop and update IT documentation, standard operating procedures, run books, knowledge base articles, and report/document templates, ensuring accuracy and accessibility for all stakeholders.
Business Process Automation: Evaluate workflows within IT and business operations to uncover opportunities for automation. Collaborate in deploying solutions through platforms such as Power Automate or comparable software.
Project Engagement: Assist with IT initiatives directed by the IT Manager, playing a key role in project planning, implementation, and post-deployment evaluation. Responsible for documenting project activities and generating progress updates.
Responsible for overseeing IT asset and inventory management, including the tracking of hardware and software licenses, facilitating procurement procedures, and ensuring the accuracy of the IT asset register.
Administer and resolve issues for the office telephony and VoIP infrastructure, managing handset configuration and optimizing call routing protocols.
Minimum qualifications include a bachelor’s degree in a relevant field, such as computer science or engineering, along with at least three years of professional experience in a related role. Strong problem-solving abilities and proficiency in programming languages like Python or Java are essential. Candidates should also demonstrate excellent communication skills and the capacity to work both independently and collaboratively in a team environment. Familiarity with industry-standard tools and methodologies is preferred.
A Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a closely related field from an accredited university is required.
Technical certifications in relevant fields are required, including Compton A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Security, Compliance, and Identity Fundamentals (SC-900), and ITIL v4 Foundation (preferred).
Seeking a candidate with a proven track record in the relevant field, possessing the requisite expertise and proficiency in key areas. The ideal applicant will demonstrate a strong foundation of practical experience, complemented by a diverse skill set aligned with the role’s demands. Essential capabilities include effective problem-solving acumen, meticulous attention to detail, and the ability to collaborate seamlessly within a team environment. Familiarity with industry-standard tools, methodologies, and best practices is highly desirable, as is the capacity to adapt to evolving challenges and technological advancements.
Technical Experience: Requires 3 to 5 years of practical IT experience, preferably in a Level 2 technical support capacity or an equivalent hands-on position.
Systems Administration: Proficiency in managing Active Directory, Microsoft Entra ID, Microsoft Intune, and Group Policy configurations is required.
Proficiency in networking fundamentals, including IP addressing schemes, DNS and DHCP protocols, VLAN configuration, Wi-Fi diagnostics, and foundational firewall principles, is essential.
Professionals in this role should possess a strong understanding of enterprise systems, including expertise in ERP platforms as well as IT ticketing systems such as NetSuite, ServiceNow, or comparable solutions. Additionally, familiarity with Microsoft 365 administration is required.
Proven capability in crafting precise, well-structured technical documentation, including standard operating procedures (SOPs) and comprehensive user guides.
Demonstrates a foundational knowledge of AI-driven productivity solutions, such as Microsoft Copilot and AI-assisted automation tools, and a proactive mindset toward integrating emerging technologies into workflows.
Skilled in providing support for VoIP and PBX telephone systems, with hands-on experience in troubleshooting and maintaining telephony infrastructure.
Managing assigned tasks efficiently within project timelines, ensuring deliverables are tracked and progress is consistently reported, is essential. Proficiency in fundamental project management methodologies is considered a beneficial asset.
Audit and Compliance Support: Proven capability to assist with internal IT audits, conduct user access reviews, and ensure the organization maintains audit-ready documentation at all times.
Demonstrates exceptional capacity to prioritize tasks efficiently and address challenges systematically within dynamic, high-pressure settings.
Attributes
Dedicated to nurturing strong client relationships, you excel at fostering trust and collaboration while prioritizing client needs with exceptional attentiveness and responsiveness.
We seek individuals who demonstrate unwavering integrity, ethical conduct, and a strong commitment to honesty in all professional interactions. Candidates must uphold the highest standards of moral principles and transparency, ensuring that their actions align with organizational values and ethical guidelines.
Boundless enthusiasm, deep commitment, and adaptability are essential for this role.
Personal excellence, precision, and meticulous attention to detail are essential attributes for this role. The position demands a high standard of work quality, ensuring that every task is completed with care and thoroughness. Strong focus and a commitment to maintaining flawless standards are required to meet the expectations of this position.
Collaborate effectively with colleagues and external partners to drive collective success and achieve meaningful outcomes through shared efforts and mutual support.
Driven by a deep enthusiasm for technological advancements, creative problem-solving, and an unwavering commitment to lifelong learning, the ideal candidate will thrive in this dynamic environment.
Detail-oriented and dedicated to maintaining high standards of precision, ensuring meticulous attention to every task and responsibility.
Proficient in both written and spoken English communication with a high level of fluency and clarity.
Proficiency in operating under tight deadlines, optimizing time allocation, and demonstrating adaptability in dynamic environments are essential.
Demonstrates full accountability for assigned responsibilities, ensuring each task is executed to its conclusion with diligence and thoroughness.
Qualifications
BA/BSc/HND
Experience Required
3 - 5 years
