Provide first-line user support, administer IT helpdesk services, and manage end-user equipment, enterprise applications, and network infrastructure.
Reporting to the IT & Systems Support Manager, this position involves overseeing and managing the IT infrastructure and support functions within the organization. The role encompasses a range of responsibilities, including the supervision of IT staff, ensuring the smooth operation of systems, and addressing technical issues to maintain high levels of productivity and efficiency. Key duties include the implementation and maintenance of hardware and software solutions, managing network security, and providing guidance to the team on best practices for IT support. Additionally, the position requires collaboration with other departments to align IT strategies with business objectives and to ensure that technology solutions meet organizational needs.
Oversee a range of critical duties and responsibilities integral to the role, ensuring alignment with organizational goals and operational standards. Facilitate the execution of key tasks, including strategic planning, process optimization, and performance monitoring, to drive efficiency and effectiveness. Collaborate with cross-functional teams to implement initiatives, resolve challenges, and achieve measurable outcomes. Serve as a pivotal point of contact, liaising between departments, stakeholders, and leadership to foster clear communication and cohesive teamwork. Monitor progress against established benchmarks, proactively identifying opportunities for improvement and implementing corrective measures as needed. Maintain meticulous documentation, compliance, and reporting upholding transparency and accountability in all operations.
User Support and Training: Offer comprehensive Level 1 and Level 2 IT helpdesk assistance. Conduct instructional sessions on hardware components, including laptops, peripherals, and telephony systems, as well as enterprise-level software solutions such as Microsoft 365, ERP platforms, and collaboration tools.
Incident and Problem Management: Provide timely resolution of technical issues in adherence to Service Level Agreements (SLAs). When appropriate, escalate unresolved incidents to Level 3 support, maintaining comprehensive ticket documentation from initial logging through final resolution.
Administer user accounts, set permissions, and enforce group policies within Active Directory or Microsoft Entra ID environments. Provide support for endpoint management solutions through Microsoft Intune.
Provide technical assistance for Local Area Network (LAN) and Wide Area Network (WAN) troubleshooting, oversee wireless network (Wi-Fi) operations, configure DNS and DHCP settings, and perform foundational firewall and switch administration tasks.
Cybersecurity and Compliance: Oversee endpoint protection, email security, and data loss prevention measures to ensure robust safeguards are in place. Conduct user access reviews to validate permissions and adherence to WI OCC’s security policies and frameworks, including ISO 27001 and NIST compliance.
Ensure regular, tested, and documented backups of system and user data are completed in accordance with the established business continuity plan.
Create, maintain, and update comprehensive IT documentation, including standard operating procedures (SOPs), run books, knowledge base articles, and report/document templates. Ensure accuracy, accessibility, and clarity across all materials to support efficient knowledge management and operational consistency.
Business Process Automation involves recognizing potential areas for automation within both IT and business workflows. Support is provided in deploying automation solutions through platforms like Power Automate or equivalent tools.
Support IT projects by assisting the IT Manager throughout the planning, execution, and post-implementation review phases. Maintain accurate project logs and status reports to ensure transparency and accountability in project progress.
Asset and Inventory Management: Oversee the monitoring of IT assets, including hardware and software licenses, facilitate procurement procedures, and ensure the accuracy and upkeep of the IT asset register.
Administer and troubleshoot the office telephony and VoIP system, ensuring seamless handset provisioning and call routing functionality.
Minimum Qualifications include a bachelor’s degree in a relevant field or an equivalent combination of education and experience. Candidates must possess at least three years of professional experience in a related role, with a proven track record of delivering measurable results. Strong analytical and problem-solving abilities are essential, along with exceptional communication and interpersonal skills. Proficiency in industry-standard software and tools is required, and familiarity with project management methodologies is highly desirable. Additionally, candidates should demonstrate the capacity to work independently as well as collaboratively in a team environment.
Education: A recognized university must award a Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a closely related discipline.
Technical certifications or expertise in related technologies, including Compton A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Security, Compliance, and Identity Fundamentals (SC-900), and ITIL v4 Foundation (preferred), is required.
Seeking a candidate with a proven track record in the relevant field, demonstrating both depth and breadth of expertise. Proficiency in key technical skills and methodologies is essential, along with strong problem-solving abilities and adaptability to evolving challenges. Familiarity with industry best practices and emerging trends is highly desirable, as is the capacity to collaborate effectively within cross-functional teams. Exceptional communication skills and a commitment to continuous learning are also required to thrive in this dynamic environment.
With a proven track record of 3 to 5 years in Level 2 technical support or an equivalent practical IT position, candidates should demonstrate strong technical expertise and problem-solving capabilities.
Systems Administration: Proficient in managing Active Directory, Microsoft Entra ID, Microsoft Intune, and Group Policy configurations.
Networking: Demonstrates proficiency in IP addressing, DNS, DHCP, Plans, Wi-Fi troubleshooting, and foundational firewall concepts.
Enterprise systems experience is required, including hands-on proficiency with ERP platforms as well as IT ticketing systems such as NetSuite, ServiceNow, or comparable solutions, alongside expertise in Microsoft 365 administration.
Produce precise and comprehensive technical documentation, including standard operating procedures and user guides, with clarity and accuracy.
Proficiency in AI-driven productivity solutions, such as Microsoft Copilot and AI-assisted automation tools, is required, along with a proactive mindset toward embracing emerging technologies.
Skilled in deploying and maintaining VoIP and PBX telephone systems is required for this position.
Demonstrates strong project management capabilities, including the ability to effectively oversee and execute assigned tasks while adhering to project deadlines. Proficient in monitoring deliverables and providing timely progress updates. Prior experience with fundamental project management frameworks is considered beneficial.
Audit and Compliance Support: Proven capability to assist with internal IT audits, conduct user access reviews, and ensure documentation remains audit-ready at all times.
Proven capacity to prioritize diverse tasks and systematically address challenges within a high-pressure setting.
Attributes
Client-focused professionals who excel at fostering strong, enduring connections are sought. Ideal candidates will demonstrate an innate ability to cultivate meaningful relationships while maintaining a steadfast commitment to client satisfaction. Proficiency in active listening, clear communication, and tailored service delivery is essential to thrive in this dynamic role. Prior experience in relationship management, sales, or customer service is highly advantageous, as is a track record of exceeding client expectations. The successful applicant will prioritize integrity, adaptability, and a proactive approach to addressing client needs.
Delivering results with unwavering integrity, a commitment to honesty, and the highest ethical standards is fundamental to our organization.
Seeking a dynamic and driven individual who embodies boundless enthusiasm, a deep passion for the role, and the adaptability to thrive in evolving environments. The ideal candidate will demonstrate a relentless drive to excel, coupled with the willingness to embrace change and flexibility in meeting challenges and opportunities alike.
Personal excellence, precision, and meticulous attention to detail are paramount in this role.
Dedicated to fostering collaboration, we drive impactful outcomes by leveraging teamwork and strategic alliances.
Enthusiastic about advancements in technology, fostering innovation, and pursuing lifelong learning opportunities.
Detail-oriented and meticulous, with an unwavering dedication to precision and correctness.
Skilled in articulating ideas clearly and effectively through both written and spoken English.
Demonstrates exceptional composure in high-pressure environments while prioritizing tasks effectively and adjusting seamlessly to evolving priorities.
Demonstrates accountability for assigned responsibilities by seeing them through to conclusion without oversight. Ensures all duties are executed thoroughly and timely, maintaining high standards of reliability and commitment throughout the process.
Qualifications
BA/BSc/HND
Experience Required
3 - 5 years
