Key Responsibilities
IT Infrastructure & Systems Support
- Provide technical support for endpoints, servers, network and cloud environments (Microsoft Windows ecosystem)
- Administer and maintain LAN/WAN, servers, hardware, applications, and overall IT infrastructure, including ongoing enhancements.
- Perform system monitoring, patch management, backup, and performance tuning. Ensure high availability, reliability, and system uptime through proactive maintenance
- Support IT projects, including identifying opportunities for automation, optimisation, and process improvements, while researching and evaluating new IT solutions and technologies
- Assist Manager in daily IT operations and infrastructure management, manage vendor performance and technical escalations
Incident Management & End-User Support
- Manage and resolve IT incidents, service requests, and escalations
- Perform root cause analysis (RCA) and implement long-term solutions
- Support user onboarding and offboarding, including system access and device setup
- Deliver excellent user experience through timely communication and issue resolution
- Coordinate and collaborate with vendors, service providers and internal stakeholders and teams
IT Governance &Documentation
- Maintain and update IT SOPs, system documentation, and knowledge base
- Ensure compliance with IT policies, security standards, and audit requirements
- Document system configurations and maintain audit-ready records
Requirements
Experience & Education
- Diploma or Degree in Information Technology, Computer Science, Engineering, or related field
- Minimum 3 years of IT support / infrastructure experience, 5-8 years for Senior level
- Experience in enterprise or multi-site environments preferred
- Experience using Generative AI (e.g. Copilot, ChatGPT) for troubleshooting and documentation
- Ability to automate workflows using AI or scripting tools (Preferred)
Technical Skills
- Microsoft Windows Server / Desktop Administration / Microsoft 365 Services
- Active Directory, Group Policy
- Network Support (LAN, WAN, TCP/IP, DNS, DHCP), Virtualization (VMware/Hyper-V)
- IT Infrastructure Management
- Hardware & Software Troubleshooting
- Backup & Disaster Recovery
- System Monitoring & Performance Tuning
- Cloud Platforms (AWS or equivalent)
- Cybersecurity fundamentals (access control, endpoint protection)
Preferred Certifications
- Microsoft Certified (e.g. Azure, Windows Server)
- Cisco Certified Network Professional Enterprise (CCNP)
- AWS Certification (Cloud Practitioner and above)
Soft Skills
- Strong problem-solving and analytical skills, with proactive approach to self-learning
- Excellent communication and stakeholder management
- Ability to work independently and manage priorities effectively
- Proactive, detail-oriented, and team-oriented mindset
