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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