Technical Operations :
- Log, track, classify, and prioritize user incidents and service requests (email, calls, chats) in the ticketing system.
- Provide first- and second-level technical support by troubleshooting hardware, software, network, printer, access, and account-related issues.
- Diagnose and resolve escalated or complex incidents, including root cause analysis for recurring or systemic problems.
- Provide advanced support for networks, servers, access permissions, backups, and security configurations.
- Computer device management and troubleshooting desktop related issues
- Manage Microsoft 365 Admin Portal
- Monitor system performance, implement patches, updates, and configuration changes, and support backup and recovery processes.
- Coordinate with external vendors when issues exceed internal expertise.
- Support employee onboarding and offboarding by setting up devices, IT accounts, and providing basic system training.
- Maintain IT asset inventory (hardware, software licenses) and assist with procurement of IT equipment and supplies.
- Manage and prioritize multiple support requests while providing timely status updates and user communication.
- Document incidents, resolutions, and troubleshooting procedures to improve knowledge sharing and future issue resolution.
- Support IT projects and provide ad-hoc technical assistance as directed by management.
Governance, Vendor & IT Management :
- Lead IT governance, policies, and operational controls.
- Own asset management, including lifecycle, refresh planning, and inventory accuracy.
- Manage software license compliance and optimization. Act as primary liaison with external vendors (when applicable).
- Track and manage IT governance exceptions and risks.
- Lead weekly IT updates and governance discussions with top management. P
- Provide recommendations on budget, risk acceptance, and improvement initiatives if necessary .
- Ensure alignment between IT operations and business priorities.
Cybersecurity :
- Manage Microsoft E5 (Defender XDR) & Sentinel
- Monitor, investigate, and respond to security alerts, incidents, and threat intelligence via Microsoft Defender XDR & Sentinel
- Ad-Hoc meetings with management for Microsoft E5 (Defender XDR) & Sentinel
- Prepare monthly incident/alerts reports for management.
Job Requirements:
. Degree in Information Technology, Computer Science, or related disciplines. Technical certification such as AZ-900 , CompTIA would be advantages, etc.
. 5-8 years of experience in IT support, systems administration, or IT infrastructure.
. Experience with Microsoft 365 administration (Exchange, Teams, SharePoint, Entra ID/Azure AD).
. Strong troubleshooting skills for hardware, software, network, and user access issues.
. Knowledge of networking, system monitoring, patching, and backup processes.
. Exposure to cybersecurity tools such as Microsoft Defender XDR and Microsoft Sentinel preferred.
. Experience in IT asset management, vendor coordination, and IT governance support.
. Good communication, problem-solving, and ability to manage multiple support requests.
