[What the role is]
The IT Senior Executive will provide first and second level IT support to learners and staff via Microsoft Teams, phone, email, and in person. The role involves diagnosing and resolving hardware, software, network, and Azure AD-joined endpoint issues, as well as escalating complex cases to higher-level support teams and following through to resolution.
Key responsibilities include operating system and software installation, configuration, and maintenance, troubleshooting wired and wireless network connectivity, and managing user accounts, access rights, permissions, and Azure AD-joined systems. The role will also support IT infrastructure initiatives, including virtualization, VDI, and data centre operations.
The incumbent is expected to maintain technical documentation, SOPs, and knowledge base articles, comply with data security and privacy policies, and provide professional and responsive customer service to support SFM IT operations.
[What you will be working on]
- Provide first and second level technical support to learners and staff through Microsoft Teams, phone, email, and in-person support.
- Diagnose and troubleshoot hardware, software, network, and peripheral issues involving desktops, laptops, printers, and related IT equipment.
- Support and manage Azure AD‑joined systems, including user access, device setup, and authentication-related issues.
- Escalate complex or unresolved technical issues to higher-level support teams and follow up to ensure timely resolution.
- Assist with operating system preparation, installation, configuration, and maintenance of applications and endpoints.
- Troubleshoot wired and wireless network connectivity issues.
- Set up and manage user accounts, access rights, and permissions in accordance with security policies.
- Collaborate with IT team members on IT projects, system enhancements, and infrastructure improvements.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Support virtualization, VDI, and data centre operations where required, including basic server and storage administration.
- Ensure data security, system compliance, and privacy by adhering to organisational policies and best practices.
- Deliver professional customer service and maintain a positive, service-oriented attitude when assisting end-users.
[What we are looking for]
- Relevant IT experience in a technical support or IT Executive role.
- Strong working knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office, Adobe, and common enterprise software.
- Basic understanding of network protocols and troubleshooting (e.g. TCP/IP, DNS, DHCP).
- Experience supporting Azure AD-joined devices and user environments.
- Knowledge of virtualization technologies (e.g. VMware, Hyper‑V).
- Exposure to data centre operations, including:
- vCenter, clusters, and virtual machines
- Storage systems (e.g. Nimble, NAS) and server backups
- Server performance monitoring and security patching
- Exposure to IT security, VDI, and workflow administration is an advantage.
- Strong problem‑solving, analytical, and troubleshooting skills.
- Good communication and interpersonal skills to work effectively with learners, staff, and peers.
- Ability to prioritise tasks and work under pressure.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), VMware VCP or similar are an added advantage.
