System Administrator (Mac, Windows, and G Suite)

We are looking for an experienced IT Technical Support Specialist who will provide end-to-end technical support to employees, ensure the smooth functioning of IT systems and devices, and help maintain a secure and efficient workplace technology environment.

ROLES AND RESPONSIBILITIES:

• Provide technical support for hardware, software, networking, and user account-related issues.
• Diagnose, troubleshoot, and resolve technical issues across Windows and macOS devices.
• Set up laptops, devices, accounts, and IT assets for new joiners, and maintain the IT asset tracking system.
• Administer and support SaaS applications such as Google Workspace, Slack, Notion, and other business tools.
• Configure and manage JumpCloud MDM, including monthly device patching and endpoint management.
• Perform remote troubleshooting and escalate unresolved issues to the appropriate teams when required.
• Research and implement solutions for software and hardware issues, ensuring all incidents are accurately logged and tracked.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Support infrastructure teams in the planning, design, and delivery of IT solutions.
• Procure hardware and software, coordinate with vendors, and manage service providers.
• Communicate technical solutions clearly to both technical and non-technical stakeholders while managing multiple support requests effectively.

SKILLS AND COMPETENCIES:

• Overall 4-6 years of experience in IT Technical Support, Desktop Support, or IT Administration.
• Minimum 1 year of experience in System Security and Administration.
• Hands-on experience troubleshooting Windows and macOS environments.
• Experience administering Google Workspace, Slack, Notion, and other SaaS applications.
• Practical experience with JumpCloud MDM and endpoint device management.
• Strong understanding of computer hardware, software, networking, and mobile device support.
• Familiarity with remote desktop tools and help desk/ticketing systems.
• Knowledge of ISO 27001 standards is an added advantage.
• Excellent troubleshooting, analytical, communication, and documentation skills.
• Ability to provide clear, step-by-step technical support in both written and verbal communication.

SPECIAL REQUIREMENTS FOR THE ROLE:

• Bachelors or Master’s degree in Information Systems, Computer Science, or a related technical field.
• Practical experience in IT technical support and systems administration is highly preferred.
• Good understanding of operating systems including Windows, macOS, and Linux.
• Certifications in Microsoft, Linux, Cisco, or similar technologies are a plus.
• Ability to collaborate effectively with cross-functional and international teams in a fast-paced environment.