Job Description

• Resolve service requests and technical issues through the IT ticketing system, ensuring timely and high-quality support
• Diagnose and repair hardware faults on end-user devices across the organization
• Configure, deploy, and troubleshoot MacBooks and Windows laptops for new and existing employees
• Manage vendor warranty claims, including coordinating repairs, follow-ups, and payment processing
• Manage the end-to-end onboarding process, including laptop provisioning and user account setup
• Administer Active Directory by managing Group Policies (GPOs), aliases, user attributes, group memberships, and mailbox configurations
• Allocate and manage Microsoft 365 licenses across the organization
• Configure and perform routine operational checks on CCTV systems
• Maintain CCTV logs and system performance records
• Administer access control systems and conduct regular access audits
• Maintain accurate records within the IT Asset Management system
• Manage telecommunications service portals and coordinate procurement activities, including Purchase Requisitions (PRs) and Purchase Orders (POs)
• Support Identity and Access Management (IAM) activities and enforce Multi-Factor Authentication (MFA) policies
• Monitor and review access logs to identify anomalies and potential security risks
• Handle organizational data in accordance with GDPR requirements and internal information security policies
• Assist in incident response activities when required
• Prepare operational reports on IT service performance and service metrics
• Support internal and external audits by maintaining accurate documentation and providing required information

Person Specification

• Possess a Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field
• Have 1–3 years of experience in IT Infrastructure, PC Support, or a related technical support role
• Demonstrate strong troubleshooting, analytical, and problem-solving skills
• Possess a customer-focused approach to technical support and service delivery
• Demonstrate working knowledge of Windows, macOS, Active Directory (AD), Microsoft 365 (O365), basic networking concepts, and IT ticketing systems
• Have experience with CCTV/NVR systems, Veeam Backup solutions, and virtualization technologies
• Demonstrate familiarity with infrastructure monitoring tools
• Possess a basic understanding of GDPR principles and information security best practices
• Demonstrate a basic understanding of Identity and Access Management (IAM) and Multi-Factor Authentication (MFA) technologies
• Maintain a high level of confidentiality and awareness of data protection requirements
• Possess good documentation, reporting, and record-keeping skills
• Demonstrate effective time management and task prioritization skills
• Possess strong communication, interpersonal, and teamwork skills
• Demonstrate the ability to coordinate effectively with external vendors and service providers