We are seeking an experienced IT Support professional to deliver advanced on-site and remote technical support across end-user devices, systems, servers, and network infrastructure. This role requires strong technical expertise, leadership capability, and the ability to operate independently while ensuring high service standards and end-user satisfaction. You will also act as a key liaison between internal stakeholders, vendors, and global offices.
Key Responsibilities
- Provide timely, professional on-site and remote IT support to end users across local and global offices.
- Respond to user inquiries, incidents, and service requests, ensuring proper prioritization, documentation, escalation, and resolution in line with SLAs.
- Lead and guide the IT Support team, ensuring service quality and continuous improvement.
- Troubleshoot and resolve complex issues related to desktops, laptops, servers, network hardware, and system infrastructure.
- Maintain, configure, and optimize Windows Servers, including WSUS, deployment tools, endpoint security, and related services.
- Administer and troubleshoot Active Directory, ADFS, DNS, and DHCP environments.
- Configure, manage, and support Microsoft 365 services, including user provisioning, license management, and monitoring Adds/Moves/Changes.
- Set up, maintain, and troubleshoot network equipment such as firewalls, routers, switches, IDS, load balancers, and remote access services.
- Liaise with vendors and internal stakeholders, providing feedback, coordination, and technical recommendations.
- Deliver user training, guidance, and best-practice support to improve overall IT adoption and efficiency.
- Recommend and implement improvements to enhance system performance, reliability, security, and disaster recovery, including cloud-based solutions.
- Prepare and submit operational, service, and project reports as required by management.
- Participate in internal and external IT projects as assigned.
- Stay current with emerging technologies through continuous learning and training.
- Perform outstation assignments and provide after-hours, weekend, or shift-based support when required.
Qualifications
- Diploma or Degree in Information Technology, Computer Engineering, or a related field.
- Relevant certifications such as CompTIA A+, Network+, or Security+.
- Microsoft Certified: Azure Fundamentals or equivalent certifications are an advantage.
- Knowledge of cloud platforms (AWS, Azure, Google Cloud) is a plus.
- Hands-on experience with virtualization technologies such as VMware, Hyper-V, or KVM is beneficial.
Requirements & Skills
- Minimum 5 years of experience in a similar IT support or infrastructure role.
- Proven ability to work independently with minimal supervision under pressure.
- Strong leadership skills with the ability to mentor and guide team members.
- Customer-focused and results-driven mindset.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong written and spoken English communication skills.
- Good interpersonal and negotiation skills.
- Ability to plan, prioritize, and strategize work effectively.
- Basic presentation skills and the ability to communicate technical concepts clearly.
- Willingness to work shifts as required.
This is a 12-month contract role with the possibility of conversion to a permanent position based on business needs and performance.
