Provide first-line user assistance, manage IT helpdesk operations, and oversee the administration of end-user devices, enterprise software, and network infrastructure systems.
Reporting directly to the IT & Systems Support Manager, the incumbent will oversee all technical operations and administrative functions within the department, ensuring seamless integration of systems and support services. The role demands a comprehensive understanding of IT infrastructure, including hardware, software, and network management, while maintaining adherence to established policies and procedures. Additionally, the position involves collaborating with cross-functional teams to identify and resolve complex technical issues, thereby enhancing overall operational efficiency.
Overseeing and executing a range of critical operational tasks, this role encompasses the planning, coordination, and delivery of projects to achieve departmental objectives. Responsibilities include managing stakeholder communications, ensuring adherence to regulatory standards, and optimizing workflows to enhance productivity. The position demands strong analytical skills to assess performance metrics, identify areas for improvement, and implement data-driven solutions. Additionally, the role requires effective leadership to guide cross-functional teams, foster collaboration, and maintain accountability for project deliverables.
Provide first and second-level IT helpdesk support to resolve user inquiries and technical issues promptly. Conduct structured training sessions to educate users on the operation of 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 entails diagnosing and resolving technical issues while adhering to established service level agreements (SLAs). When required, issues are escalated to Level 3 support, with comprehensive ticket documentation maintained throughout the entire process, from initial logging to final resolution.
Oversee the administration of user accounts, permissions, and group policies within Active Directory or Microsoft Entra ID environments. Provide technical assistance for endpoint management solutions, leveraging Microsoft Intune to ensure seamless device and application oversight.
Network Support involves diagnosing and resolving issues related to LAN/WAN connectivity, managing wireless networks, configuring DNS/DHCP services, and performing basic firewall and switch administration tasks.
Monitor and uphold cybersecurity measures and compliance standards by overseeing endpoint protection, email security, and data loss prevention protocols. Facilitate user access reviews and ensure adherence to WI OCC security policies and frameworks, including ISO 27001 and NIST.
Ensure routine system and user data backups are executed, validated, and recorded in accordance with the established business continuity plan.
Documentation and Knowledge Management: Spearhead the development and upkeep of IT documentation, standard operating procedures, run books, knowledge base articles, and report/document templates.
Business Process Automation involves pinpointing automation prospects within both IT and business workflows. You will support the execution of these solutions by leveraging platforms like Power Automate or comparable tools.
Support IT projects overseen by the IT Manager by assisting in planning, execution, and post-implementation review phases. Maintain accurate project logs and status reports to ensure transparency and accountability throughout the project lifecycle.
Asset and Inventory Management: Monitor IT assets, including hardware and software licenses, facilitate procurement processes, and maintain the IT asset register with precision and up-to-date accuracy.
Professional Rewrite:
Responsible for overseeing and resolving issues within the office telephony and VoIP infrastructure, encompassing handset provisioning and call routing configurations.
Minimum Qualifications:
Bachelor’s degree in computer science, engineering, or a related field, or equivalent professional experience. Proficiency in programming languages such as Python, Java, or C++. At least three years of hands-on experience in software development, with a strong background in algorithms and data structures. Familiarity with cloud platforms (e.g., AWS, Azure, or GCP) and DevOps practices is required. Excellent problem-solving skills and the ability to work collaboratively in cross-functional teams. Strong communication skills for conveying technical concepts to both technical and non-technical stakeholders. Experience with Agile methodologies and version control systems (e.g., Git) is highly desirable.
A bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a closely related field from an accredited university is required.
We value candidates with relevant technical certifications, such as Compton A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Security, Compliance, and Identity Fundamentals (SC-900), and ITIL v4 Foundation, which is considered advantageous.
With a proven track record in the field, candidates should possess relevant experience and a strong skill set. Key requirements include expertise in [specific areas, if mentioned], along with proficiency in [specific tools, software, or methodologies, if specified]. The ideal candidate will demonstrate a deep understanding of [industry or subject, if applicable], coupled with the ability to [specific responsibilities, if listed]. Strong analytical, problem-solving, and communication skills are essential to excel in this role. Additionally, familiarity with [relevant frameworks, regulations, or standards] is highly desirable.
Experience with Level 2 technical support or comparable hands-on IT responsibilities, totaling 3 to 5 years, is required.
Systems Administration: Proficient in the administration of Active Directory, Microsoft Entra ID, Microsoft Intune, and Group Policy management.
Proficient in networking fundamentals, including IP addressing schemes, DNS resolution, DHCP configuration, VLAN segmentation, Wi-Fi troubleshooting methodologies, and foundational firewall principles.
Professionals should possess experience with enterprise systems, including ERP platforms, IT ticketing systems such as NetSuite or ServiceNow, and Microsoft 365 administration.
Produce precise and comprehensive technical documentation, including standard operating procedures (SOPs) and user guides.
Professionals should possess a foundational knowledge of artificial intelligence and related advancements, particularly in AI-powered productivity solutions such as Microsoft Copilot and automation tools driven by AI, along with a proactive approach to embracing new technologies as they emerge.
Proven expertise in the administration and maintenance of VoIP and PBX telephone systems is required. Candidates should demonstrate hands-on experience troubleshooting, configuring, and optimizing telephony infrastructure to ensure seamless communication operations.
Project management expertise involves effectively overseeing assigned activities to meet project deadlines, monitoring key deliverables, and providing timely progress updates. Proficiency in 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 audit-ready documentation is consistently maintained.
Demonstrated capability to prioritize diverse tasks and systematically address challenges efficiently within a dynamic and high-pressure setting.
Attributes
Dedicated to fostering strong client relationships, we seek an individual who excels in building and maintaining meaningful connections.
Integrity, honesty, and a strong commitment to ethical principles.
We seek a highly motivated, enthusiastic, and adaptable professional to join our dynamic team. The ideal candidate will demonstrate unwavering dedication, a strong sense of commitment, and the ability to thrive in a fast-paced environment. Must exhibit exceptional flexibility to meet evolving demands while maintaining a positive and proactive approach to challenges.
Personal excellence, precision, and meticulous attention to detail are essential qualities for this role. The position demands a high standard of work, ensuring that all tasks are completed with thoroughness and care. Accuracy in executing responsibilities is paramount, as is the ability to maintain consistency and reliability in all aspects of the job.
Through collaborative efforts and strategic partnerships, exceptional results are consistently achieved, leveraging the combined strengths and expertise of the team.
Dedicated to technological advancement, innovation, and lifelong learning, with a strong enthusiasm for staying ahead of industry trends.
Detail-oriented and unwavering in their dedication to precision, candidates are expected to uphold rigorous standards in all tasks. This role demands meticulous attention to detail to ensure flawless execution and consistent delivery of accurate results.
Proficient in conveying ideas clearly and effectively through both written and spoken English.
Proficient in thriving in high-pressure environments, effectively prioritizing tasks, and demonstrating rapid adaptability to evolving circumstances.
Demonstrates accountability for assigned responsibilities and ensures their thorough execution from start to finish.
Qualifications
BA/BSc/HND
Experience Required
3 - 5 years
