Senior IT Support Officer

As a Senior IT Support Officer, you will be responsible for providing exceptional technical support and expertise to our organization, ensuring the smooth operation of our IT systems and infrastructure. You will play a key role in troubleshooting and resolving complex technical issues, managing IT projects, and mentoring junior support staff.

Responsibilities:

1. Be the administrator of Workspace solutions: Google Workspace (GSuite, Gmail, etc.), Okta Identity Management, Jumpcloud.
2. Assist the teams with the on-boarding and off-boarding of employees: fresh Windows 11 Pro installs, setup user accounts, configure security, enroll devices, setup user software.
3. Procurement and inventories management: manage the stock of devices (hardware) and purchase software licenses; manage the inventory of devices and licenses.
4. Manage fleet of laptop devices to maintain security and systems patched and up-to-date.
5. Provide advanced technical support to end-users by resolving complex hardware, software, and network issues (corporate Wi-Fi) in a timely manner.
6. Investigate and diagnose network outages or other system failures, and implement appropriate solutions to minimize downtime and ensure business continuity.
7. Develop and maintain technical documentation, including Standard Operating Procedures, System Configurations, User Manuals, and Troubleshooting Guides.
8. Evaluate and recommend hardware and software solutions to meet organizational requirements, considering factors such as cost, compatibility, and scalability.
9. Ensure compliance with security policies and procedures, and implement appropriate measures to safeguard data and systems.
10. Collaborate with vendors and third-party service providers to address escalated technical issues and manage support contracts.

Requirements:

1. Advanced English level, both written and orally, with ability to produce quality documentation when needed.
2. Proven experience in providing technical support in a senior or lead capacity, preferably in a corporate environment.
3. Experience in the management of Google Workspace & Okta, and experience in using JIRA software as a user.
4. Proficient in operating systems Windows & macOS.
5. Experience in operating and managing ISP & corporate Wi-Fi networks.
6. Experience in management of fleet of devices and other hardware inventories.
7. Organizational and management skills, ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
8. Exceptional interpersonal and communication skills, with the ability to communicate technical information to non-technical users.
9. Proven project management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
10. Strong attention to detail and a commitment to delivering high-quality work.
11. Ability to work independently and as part of a team, with a customer-focused approach.