Senior IT Specialist
Job Purpose
We are looking for an experienced Senior IT Specialist to provide reliable day-to-day IT support and ensure the smooth operation of the organization’s IT infrastructure, end-user devices, systems, and IT assets.
The ideal candidate should have strong hands-on experience with Active Directory, ACCM, remote technical support, and IT stock/asset management, combined with strong troubleshooting skills and good English communication capabilities.
Key Responsibilities
- Provide Level 1 and Level 2 technical support to employees for hardware, software, operating systems, network connectivity, and other IT-related issues.
- Manage and administer Microsoft Active Directory, including:
- Creating and managing user accounts.
- Managing security groups and access permissions.
- Password resets and account troubleshooting.
- User onboarding, transfers, and offboarding.
- Manage and support devices and endpoints through ACCM, including software deployment, configuration, troubleshooting, and monitoring.
- Provide remote IT support to employees across different locations using approved remote-support tools.
- Install, configure, maintain, and troubleshoot laptops, desktops, printers, mobile devices, and other IT equipment.
- Diagnose and resolve hardware, software, network, email, VPN, and system-access issues.
- Manage the organization's IT stock and asset inventory, including laptops, desktops, monitors, accessories, mobile devices, and other IT equipment.
- Maintain accurate records of IT assets, including:
- Asset assignment and handover.
- Asset returns.
- New equipment received.
- Available stock.
- Damaged or retired equipment.
- Asset movement between employees or locations.
- Coordinate the preparation and delivery of IT equipment for new joiners and ensure required accounts, devices, and access are ready before their start date.
- Handle IT equipment collection and access termination during employee offboarding.
- Monitor IT stock levels and highlight requirements for new equipment or replacements.
- Coordinate with vendors and service providers when required for hardware maintenance, warranties, repairs, or IT purchases.
- Maintain proper documentation of IT procedures, incidents, assets, configurations, and recurring technical issues.
- Ensure compliance with company IT policies, information-security requirements, and access-control procedures.
- Escalate complex technical or infrastructure issues to the appropriate internal teams or external service providers.
- Support IT-related projects, system upgrades, migrations, and infrastructure improvements when required.
- Provide guidance and technical support to junior IT team members when needed.
Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Management Information Systems, or a related field.
- Typically 4–7 years of relevant IT support / IT infrastructure experience, preferably in a corporate environment.
- Strong hands-on experience with Microsoft Active Directory.
- Strong experience with ACCM / endpoint management tools.
- Proven experience providing remote technical support to end users.
- Good experience with IT asset and stock management.
- Strong knowledge of Windows operating systems and Microsoft Office / Microsoft 365 environments.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN troubleshooting.
- Experience troubleshooting laptops, desktops, printers, peripherals, and common business applications.
- Familiarity with IT ticketing/helpdesk systems is preferred.
Required Skills & Competencies
- Strong troubleshooting and problem-solving skills.
- Ability to diagnose technical issues systematically and provide effective solutions.
- Strong customer-service orientation and ability to communicate effectively with non-technical employees.
- Good organizational and documentation skills.
- Ability to manage multiple support requests and prioritize urgent incidents.
- Strong attention to detail, particularly when managing IT assets and user access.
- Ability to work independently while collaborating effectively with other IT teams.
- Good spoken and written English.
- Strong interpersonal and communication skills.
Preferred Certifications
The following certifications would be considered an advantage:
- Microsoft certifications related to Windows, Microsoft 365, Azure, or endpoint administration.
- CompTIA A+ / Network+.
- ITIL Foundation.
- Relevant endpoint-management or infrastructure certifications.
