IT Support Officer
6 days ago
We are looking for a versatile and driven IT Support Officer with a strong background in Microsoft 365, network and hardware support, and IT infrastructure and security. This role is ideal for someone who thrives in a hands-on environment, enjoys solving complex technical issues, and is passionate about keeping systems secure, scalable, and user-friendly.
You'll support daily IT operations while also contributing to the management and optimization of our infrastructure—cloud and on-prem—ensuring that our end-users and business systems remain secure and productive.
Key Responsibilities
User & Desktop Support
- Provide Tier 2 and 3 technical support for end-users across Windows, macOS, and mobile platforms.
- Diagnose and resolve issues related to hardware, software, printers, peripherals, and VoIP systems.
- Deliver excellent onboarding and offboarding support including system setup, account provisioning, and asset assignment.
Microsoft 365 Administration
- Manage and troubleshoot user accounts, licenses, and security groups via the Microsoft 365 Admin Center and Entra ID (Azure AD).
- Support collaboration tools including Teams, Outlook, SharePoint, OneDrive, and Exchange Online.
- Implement policies related to MFA, data loss prevention (DLP), and email hygiene.
Network & Infrastructure Support
- Maintain and troubleshoot LAN/WAN infrastructure including switches, routers, firewalls, and wireless access points.
- Provide Level 2–3 support for networking issues (IP conflicts, VPN connectivity, DNS/DHCP issues).
- Monitor and support VPN access, firewall rules, and remote connectivity solutions.
- Assist with server and network hardware installation and maintenance.
Security & Endpoint Management
- Deploy and manage security configurations via Microsoft Intune / Endpoint Manager.
- Support asset encryption, antivirus protection, patching, and compliance reporting.
- Respond to basic security alerts and escalate critical incidents appropriately.
- Implement best practices for password management, access control, and mobile device security.
Documentation & Knowledge Sharing
- Maintain up-to-date IT documentation, including SOPs, user guides, network diagrams, and inventory.
- Log and track support tickets through ITSM tools (e.g., ServiceNow, Jira, Freshservice).
- Participate in internal training and mentor junior support staff when required.
Required Qualifications
Education
Bachelor's degree in information technology, Computer Science, or a related discipline
- OR equivalent hands-on experience and relevant certifications
Experience
3+ years of experience in an IT support or systems role
Proficiency in:
- Microsoft 365 Administration (Teams, SharePoint, Outlook, Azure AD)
- PC and Mac hardware troubleshooting
- Networking basics (TCP/IP, DNS, DHCP, VPN)
- Endpoint security & compliance
- Tools & Platforms
Microsoft Intune / Endpoint Manager
- Windows Server & Active Directory (basic understanding)
- Basic scripting skills (PowerShell preferred)
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