IT Support Senior

Key Responsibilities:

• Provide advanced support for hardware, software, and network issues across end-user systems (Windows, macOS, Linux).
• Manage escalated IT support tickets and ensure timely resolution of high-priority incidents.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.
• Administer user accounts, permissions, and access controls in systems such as Active Directory, Office 365, and other enterprise platforms.
• Monitor system performance and ensure high availability of mission-critical systems and infrastructure.
• Support deployment, patching, and upgrade of operating systems and applications.
• Lead IT support projects, such as rollouts, migrations, or onboarding/offboarding automation.
• Document processes, incident resolutions, and create technical guides for users and junior technicians.
• Mentor and support junior IT staff, including technical training and escalation handling.
• Collaborate with cybersecurity teams to ensure endpoint protection, threat detection, and compliance with IT policies.
• Communicate with vendors and service providers for hardware/software support or procurement.

Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 4+ years of hands-on experience in IT support or systems administration.
• Strong knowledge of Windows Server, Microsoft 365, Active Directory, Exchange, and basic networking (DNS, DHCP, VPN, TCP/IP).
• Experience with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
• Familiarity with cloud platforms (Azure, AWS, or Google Workspace) is a plus.
• Understanding of cybersecurity principles and best practices.
• Industry certifications such as CompTIA A+/Network+/Security+, Microsoft Certified, ITIL, or Cisco CCNA are preferred.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Analytical thinking and problem-solving skills.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a proactive attitude.