IT Supervisor

The IT Supervisor is responsible for supervising and supporting the day-to-day IT operations of the company, with primary focus on network administration, systems administration, cybersecurity, end-user support, and IT asset management.

This is a hands-on supervisory role designed for a Small to Medium Enterprise (SME) environment. The IT Supervisor is expected to perform technical work, provide guidance to IT personnel, and coordinate with external vendors and service providers when specialized expertise is required.

The role ensures that the company's IT infrastructure, systems, connectivity, and user services remain reliable, secure, available, and aligned with business requirements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.

• At least 3 years of relevant experience in IT operations, network administration, systems administration, or technical support.

• Experience leading IT activities, projects, or junior technical personnel is an advantage.

• Practical knowledge of network and systems administration within a Small to Medium Enterprise (SME) environment.

• Experience supporting Windows computers, servers, network devices, Wi-Fi, firewalls, printers, and common business applications.

• Familiarity with Microsoft 365, Active Directory, backup systems, endpoint security, and basic cloud services.

• Strong troubleshooting, analytical, communication, and organizational skills.

Certification Requirement: Professional certifications are not mandatory. Relevant certifications may be considered an advantage, but they are not a prerequisite for employment.

Duties & Responsibilities

IT Operations

• Supervise the day-to-day operation, administration, and maintenance of the company's IT systems and infrastructure.

• Ensure the availability and proper operation of computers, servers, network equipment, internet connectivity, Wi-Fi, printers, and other IT resources.

• Monitor and address IT incidents, service requests, and recurring technical problems.

• Perform troubleshooting and coordinate corrective actions for hardware, software, network, and system issues.

• Ensure regular preventive maintenance, software updates, and system patching.

• Maintain an updated inventory of IT equipment, software licenses, subscriptions, warranties, and other IT assets.

Network Administration

• Administer and maintain the company's LAN, internet connectivity, Wi-Fi, switches, routers, and firewalls.

• Configure and maintain basic network services including TCP/IP addressing, DHCP, DNS, VLANs, Wi-Fi networks, VPN connectivity, and firewall policies.

• Troubleshoot network connectivity, performance, and availability issues.

• Coordinate with internet service providers and technology vendors for connectivity and service-related concerns.

• Maintain updated network diagrams, IP addressing plans, and configuration documentation.

Systems Administration

• Administer Windows desktops, laptops, and servers used by the organization.

• Manage user accounts, passwords, permissions, shared folders, and system access.

• Administer Active Directory and/or Microsoft Entra ID where applicable.

• Support Microsoft 365 services including Outlook, Exchange Online, Teams, OneDrive, and SharePoint.

• Perform operating system updates, software installation, configuration, and maintenance.

• Manage file servers, NAS devices, storage, and shared resources.

• Maintain and monitor backup systems and conduct periodic recovery or restoration testing.

• Support basic virtualization environments such as VMware or Hyper-V where applicable.

Cybersecurity

• Implement and maintain practical cybersecurity controls appropriate for an SME environment.

• Manage antivirus, endpoint protection, firewalls, and other security solutions.

• Ensure operating systems, applications, servers, and network devices are regularly patched and updated.

• Implement appropriate user-access controls based on business requirements and least-privilege principles.

• Support implementation of multi-factor authentication and password-security policies.

• Monitor basic security alerts and suspicious system or network activities.

• Assist in responding to cybersecurity incidents and coordinate with qualified external cybersecurity providers when necessary.

• Maintain appropriate backup and recovery controls and promote cybersecurity awareness among employees.

End-User Support

• Supervise and provide technical support to employees.

• Handle escalated hardware, software, connectivity, email, printer, and application-related issues.

• Ensure IT incidents and service requests are resolved within established service levels.

• Assist employees with Microsoft 365 and other company business applications.

• Coordinate deployment, replacement, repair, and reassignment of IT equipment.

• Develop basic user guides and technical procedures for common IT concerns.

Vendor and Service Provider Management

• Coordinate with IT vendors, internet service providers, software providers, and contractors.

• Request and evaluate technical quotations for IT equipment and services.

• Coordinate warranty claims, technical support, repairs, renewals, subscriptions, and maintenance agreements.

• Monitor vendor and service-provider performance.

• Assist management in evaluating new IT products, services, and technologies suitable for the company's requirements and budget.

IT Policies and Documentation

• Assist in developing, implementing, and maintaining IT policies, procedures, standards, and guidelines.

• Maintain proper documentation for network and system configurations, user access, IT assets, software licenses, backup procedures, vendor information, maintenance records, and IT incidents.

• Support compliance with company policies and applicable information-security and data-privacy requirements.

• Assist in maintaining basic business continuity and IT disaster-recovery procedures.

Team Supervision

• Assign and monitor the daily activities of IT personnel.

• Provide technical guidance and coaching to junior IT staff.

• Monitor outstanding IT incidents, service requests, and technical concerns.

• Assist in identifying training and development requirements of IT personnel.

• Escalate major infrastructure, system, security, and operational issues to management.

• Provide management with regular updates on IT operations, risks, incidents, and ongoing activities.

Essential Technical Knowledge

The candidate should have practical working knowledge of most of the following technologies commonly used in a Small to Medium Enterprise (SME) environment:

• TCP/IP networking

• LAN and WLAN administration

• Routers and managed switches

• VLAN configuration

• Firewall administration

• VPN connectivity

• Windows 10/11 and Windows Server

• Active Directory and Microsoft Entra ID

• Microsoft 365 administration

• File and printer services

• NAS and basic storage administration

• Backup and recovery

• Endpoint antivirus and security

• Basic virtualization

• Basic cloud services

• IT asset management

• Network and system monitoring

• Hardware and software troubleshooting

Advanced expertise in large-scale enterprise networking, complex data-center infrastructure, advanced cloud architecture, or specialized cybersecurity engineering is not required for this position.

Preferred Certifications

Certifications are optional and are not a condition for qualification or employment. Relevant entry-level or intermediate certifications aligned with SME network and systems administration may be considered an advantage, such as:

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals certifications

• Microsoft 365 Fundamentals

• Azure Fundamentals

• Cisco CCNA

• Entry-level firewall or network-security certifications

• ITIL Foundation

Equivalent experience: Practical experience, demonstrated technical competency, and relevant training may be considered in place of professional certifications.

Key Competencies

• Hands-on IT troubleshooting and technical support

• Network and systems administration

• Basic cybersecurity administration

• Problem-solving and analytical skills

• Ability to manage multiple IT tasks and priorities

• Team supervision and technical leadership

• Vendor and service-provider coordination

• IT documentation and reporting

• Customer and service-oriented mindset

• Good communication and interpersonal skills

• Accountability, initiative, and attention to detail