Sr. IT Support Specialist

Job Summary 

As a Senior IT Support Specialist, you will be responsible for supporting end-users of a rapidly growing international SaaS provider. A Senior IT Support Specialist will contribute to all of the general responsibilities of the IT department and the specific responsibilities within the remit of support that are applicable to this role using their own skills and experience.  

Duties and Responsibilities

• Monitor IT support tickets, responding to tickets or assigning to the team as appropriate.
• Provide technical support to end-users via tickets, phone, email, or in person.
• Diagnose and resolve technical issues related to hardware, software, and network systems.
• Procurement and provisioning of computer equipment.
• Install and configure computer hardware and software (inclusive of SaaS).
• Maintain and upgrade computer systems.
• End-user account administration and configuration.
• Troubleshoot network and connectivity issues.
• Provide training and technical guidance to end-users.
• Maintain documentation of technical processes and procedures.
• Monitor and maintain IT inventory and asset management.
• Collaborate with other IT staff members to ensure the smooth operation of systems.
• Conduct research to identify new technologies and best practices for improving IT operations.
• Running and contributing to proactive complex discreet IT projects.
• Mentorship of more junior team members and assist with their skills development.
• Working closely with other team functions, seniors, and management.
• Performing IT inductions to new hires independently.
• Evangelise IT services when interacting with other functions.

Knowledge, Skills, and Abilities (KSAs)

Strong problem-solving skills and ability to prioritise and manage multiple tasks simultaneously. 
High standard of written communication. 
Proven project management skills. 
Ability to communicate clearly with non-technical users. 
Ability to work independently or as part of a team - Receives little instruction on day-to-day work and general instructions on new assignments. 
Adaptable to changing technologies and possess a strong customer service mindset. 
Knowledge of Risk Management principles and ISO 27001 best practices. 
Understanding of compliance control environments. 
Understanding of CIS best practice principles. 
Knowledge of Microsoft technologies such as Active Directory, Microsoft 365, and MS Teams. 

Required Education and Experience

At least six years’ experience as a senior IT support professional. 
A degree in IT, Computing, Computer Science, or another relevant subject. 
Experience working in a fast-paced and dynamic environment, providing quick responses while maintaining quality and accuracy. 
Experience supporting executive and high-level team members. 
Experience in supporting both macOS and Windows users. 
Experience in SaaS product administration (e.g. Zoom, Salesforce).