DUTIES & RESPONSIBILITIES
Service Desk and User Support
- Provide first- and second-line support by telephone, service desk, remote-support tools and desk-side assistance across regional offices and remote locations.
- Log, categorize, prioritize, diagnose, resolve and document incidents and service requests; escalate high-impact or unresolved issues appropriately.
- Provide discreet, responsive support to Executive Management and communicate technical solutions clearly to non-technical users.
- Create and maintain support documentation, knowledge articles, user guides and troubleshooting records.
Microsoft 365, Identity and Endpoints
- Support Microsoft Teams, Exchange Online/Outlook, SharePoint Online, OneDrive and Microsoft 365 Apps.
- Perform delegated Microsoft Entra ID and Active Directory administration, including account, password, group and access support under approved procedures.
- Support device enrolment, configuration, compliance and application deployment through Microsoft Intune or the approved endpoint-management platform.
- Build, deploy, maintain and securely retire Windows 11 computers, mobile devices and other approved endpoints; coordinate warranty and repair cases.
- Ensure operating systems, applications, endpoint protection and encryption remain current and compliant.
Server, Linux and Infrastructure Support
- Provide delegated operational support for Windows Server 2019/2022, including routine health checks, patching, monitoring, backups, and file and print services.
- Support Ubuntu and Debian Linux servers through package updates, service checks, log review, storage monitoring, user access and documented troubleshooting.
- Assist with virtual infrastructure, storage and backup platforms within assigned access and approved procedures.
- Provide smart-hands support for regional server rooms, network equipment, rack-and-stack work, cabling, power checks and vendor-assisted maintenance.
Networks, FortiGate and Security
- Support LAN, WAN, Wi-Fi, internet, DNS, DHCP and VPN services and coordinate escalation to service providers.
- Provide delegated operational support for FortiGate firewalls and Fortinet services, including monitoring, VPN support, configuration-backup checks and change preparation. Production changes must follow approval and change control procedures.
- Triage suspected phishing, malware, account compromise, data loss and other security events, preserve evidence and escalate through the incident-response process.
- Support vulnerability remediation, patch compliance, access reviews, backup verification, restore tests and disaster-recovery exercises.
- Deliver practical cyber-awareness and safe-computing guidance to staff.
Assets, Vendors Management and Reporting
- Maintain accurate ICT assets, warranty, assignment, location and lifecycle records across regional offices.
- Coordinate vendors, internet service providers and repair centers, track service levels and communicate service status.
- Assist with technical specifications, quotations, procurement planning, delivery checks and service acceptance.
- Prepare service reports covering incidents, recurring problems, patch and compliance status, asset exceptions, risks and improvement actions.
SKILLS & EXPERIENCE REQUIRED
Qualifications
• Bachelor’s degree in information technology, Computer Science, Information Systems or a related discipline, or an equivalent combination of relevant education and experience.
• At least 3 to 4 years of progressively responsible ICT support or systems-support experience, preferably in a multi-site or distributed organization.
• Hands-on experience with Microsoft 365, Windows 11, Microsoft Entra ID, Active Directory, Outlook, Teams, SharePoint and OneDrive.
• Practical experience supporting Windows Server 2019/2022 and Linux systems, particularly Ubuntu and Debian.
• Experience supporting FortiGate firewalls, remote-access or site-to-site VPNs, LAN/WAN, Wi-Fi and internet connectivity.
• Experience with endpoint management, patching, antivirus/EDR, device encryption, mobile-device support and IT service-management tools.
• Understanding of backup, restore, monitoring, virtualization, UPS/power protection and server-room operations.
• Experience supporting users across countries, cultures, time zones and variable connectivity conditions is strongly desirable.
Preferred Professional Certifications
• Current Microsoft 365, Azure/Entra/Intune, Windows client or Windows Server certification or demonstrated training.
• ITIL 4 Foundation or equivalent service-management training.
• Cisco CCNA, CompTIA Network+/Security+, a current Fortinet certification, or equivalent networking/security training. • Linux administration certification or demonstrable equivalent practical capability.
Skills and Competencies
- Strong diagnostic, analytical and root-cause investigation skills.
- Excellent spoken and written communication, customer service and user-training skills.
- Ability to prioritise competing incidents, meet service targets and remain effective during outages or security events.
- High integrity, discretion and respect for confidentiality, privacy and privileged access.
- Accurate documentation and attention to detail in tickets, configurations, inventories and reports.
- Ability to work independently in a regional office and collaboratively with a geographically distributed ICT team.
- Vendor-management, planning, escalation and follow-through skills.
- Willingness to travel regionally and provide occasional out-of-hours support when required.