Job Description

Key Responsibilities

• Supports the establishment and management of Service Level Agreements (SLAs), ensuring consistent and high-quality service delivery
• Continuously improves IT and network service performance to enhance end-user satisfaction
• Tracks, routes, and resolves incidents by coordinating with appropriate technical teams
• Provides guidance to users to maximize the use of Microsoft 365 applications such as Outlook, Teams, SharePoint Online, OneDrive, Word, Excel, PowerPoint, and Exchange Online
• Enables self-service support and promotes user awareness of Microsoft tools and services
• Assists in system enhancements, bug fixes, and infrastructure-related changes
• Handles user onboarding and offboarding processes, including user lifecycle management
• Creates, modifies, and deactivates user accounts in Active Directory (AD) and Azure Active Directory (Azure AD / Microsoft Entra ID)
• Configures user profiles, group memberships, and access permissions in AD/AAD
• Provisions and manages Microsoft 365 user accounts, Exchange Online mailboxes, Teams access, and OneDrive storage
• Ensures timely access provisioning and deprovisioning in line with security and compliance policies
• Grants and revokes access, including USB access, administrative privileges, and role-based access control (RBAC)
• Manages SharePoint Online site creation, permissions, and content administration
• Handles Microsoft 365 license assignment and removal (e.g., E3, E5, Business plans)
• Manages AI tool license assignment and revocation (e.g., Microsoft Copilot and Github, Copilot, Curser AI, Cloude AI)
• Monitors and optimizes license usage across Microsoft 365 environments
• Provides support for network infrastructure, including VPN configuration, connectivity troubleshooting, and firewall management
• Configures and monitors VPN access, network security rules, and firewall policies
• Troubleshoots network and user access issues across cloud and on-premises environments
• Identifies and remediates server vulnerabilities in both cloud (Azure) and on-premises systems
• Ensures compliance with security standards, policies, and patch management processes
• Maintains trackers for onboarding, offboarding, access control, and license management activities
• Updates and maintains technical documentation, SOPs, and audit records
• Provides day-to-day application support and troubleshooting for Microsoft 365 and business applications
• Resolves user issues efficiently and escalates complex problems when required

Person Specifications

• Degree or Higher National Diploma (HND) in ICT (Software / Networking) or equivalent qualification or relevant experience
• Certification in Microsoft Azure (AZ-900 or AZ-104 preferred)
• Experience in IT support and Microsoft 365 administration
• User onboarding/offboarding (AD & Azure AD)
• Access management and license administration
• Networking support including VPN and firewall
• Troubleshooting applications and systems
• Scripting knowledge (PowerShell, Python, Shell Scripting)
• Strong communication and problem-solving skills
• Able to work independently and in a team
• Good time management and attention to detail
• Customer-focused and adaptable
• Willingness to learn and continuously improve