Key Responsibilities
Provide 1st and 2nd level support for hardware, software, and network-related issues across local and remote teams.
Monitor and maintain IT systems and business applications to ensure stability, performance, and security.
Execute IT onboarding and offboarding processes, including account setup, access provisioning, and equipment configuration.
Support office infrastructure, including VLANs, Wi-Fi networks, and firewall configurations (Fortinet preferred).
Respond to support tickets and requests within agreed service levels using internal help desk tools.
Diagnose and troubleshoot incidents, perform root cause analysis, and implement preventive measures.
Maintain and update system documentation, asset inventory, and user access records.
Assist in managing IT-related projects and participate in improvement initiatives.
Communicate clearly with technical and non-technical users, providing guidance and status updates.
Participate in global on-call rotations, including coverage during weekends and holidays.
English Proficiency: Excellent verbal and written communication skills must.
Experience: Minimum 3 years in an IT support role, preferably within a tech-driven company must.
Operating Systems: Solid troubleshooting skills for Windows, macOS, Android, and iOS.
Networking: Understanding of fundamental network protocols (IP, ARP, DHCP, DNS, HTTP, SMTP).
Cloud & SaaS: Hands-on experience with Microsoft 365, Intune, Azure, and Jamf Pro.
Networking Hardware: Familiarity with managing office IT infrastructure (switches, access points, firewalls).
Cybersecurity: Awareness of security best practices (e.g., MFA, threat prevention).
Soft Skills: Strong problem-solving abilities, proactive mindset, and a passion for learning and collaboration.
