IT Support (Permanent)

Responsibilities

• Provide Level 2 IT support across end-user devices, servers, cloud services, applications, and network infrastructure.
• Troubleshoot incidents, perform root cause analysis, resolve problems, and escalate complex issues to Level 3 support where required.
• Monitor IT systems and services, enhance alerting and monitoring capabilities, and use performance insights to proactively identify and resolve issues.
• Automate recurring support and operational tasks using scripting and ITSM workflow automation.
• Manage and maintain ITSM processes, including incident/problem tracking, documentation, knowledge bases, workflows, and SLA improvements.
• Perform server and service maintenance, system configuration, testing, performance monitoring, and preventative maintenance.
• Support and evaluate end-user hardware, mobile devices, web/mobile applications, networking equipment, and customized IT configurations.
• Analyze recurring incidents and trends, implement preventative measures, and collaborate with Level 1/3 support and business users to improve end-to-end IT service delivery.

Requirements

• Degree in Information Technology or related field, or equivalent experience with 5 years of relevant IT support experience.
• Advanced knowledge of Microsoft 365 (O365) services and administration.
• Microsoft Azure knowledge covering IaaS/PaaS, with experience in Windows Server and Windows 11.
• Experience/exposure to Microsoft IIS, .NET application support, client-server application architecture, and Power Apps.
• ITIL certification and hands-on experience with ITSM platforms such as ServiceNow, ManageEngine, or ServiceDesk; knowledge of ITSM automation is advantageous.
• Experience with PowerShell, Python or Bash scripting, plus exposure to Microsoft Intune/MDM and Apple/mobile application support and diagnostics.
• Willing to provide rotational after-office hour support.

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