IT Support Lead

Responsibilities:

1. Analyze requirements and perform network and system solution planning, installation, and setup of network.
2. Provide technical support to resolve customer complaints and implement improvement plans.
3. Review new solutions and improve the resilience of the current network and system environment.
4. Provide network, server, and system operation support.
5. Maintain detailed technical documentation for team members to review, learn, and retrieve relevant information effortlessly.
6. Continuously work on optimizing existing services and explore new technical solutions to address current and future challenges.
7. Monitor and maintain the computer systems, network, and applications.
8. Diagnose hardware and software problems, provide analysis and solutions.
9. Support the roll-out of new applications.
10. Monitor and tune system performance.
11. Perform the creation or updates of user accounts and profiles.
12. Provide technical support to end users.
13. Document works and systems.

Requirements:

1. Bachelor’s degree in Computer Science, Engineering, Information Technology or related field preferred.
2. Minimum 3 years of relevant experience operating in a similar role.
3. Strong network knowledge and hands-on experience in Cisco Meraki, MikroTik, Omada or other network appliances (Cisco CCNA/CCNP is a plus).
4. Able to configure and optimize monitoring systems for all network devices and services.
5. Windows/Linux server administration experience is required.
6. Rich experience in providing and operating enterprise services such as Active Directory, VPN, Wireless networks, NAS, etc.
7. Initiative, enthusiasm, and willingness to learn in a fluid and fast-paced environment.
8. Passion for technology and a desire to make a difference with technology solutions.
9. Proven experience as a service desk technician or other tech customer support role.
10. Tech-savvy with good working knowledge and understanding of computer systems, mobile devices, and different tech products including Google, Microsoft, mobile apps, databases, audio, and video technology.
11. Technical ability to diagnose and resolve basic technical issues.
12. Strong knowledge and experience in CCTV, Intruder Alarm, Fire Alarm, Access Control (maintenance and setup of software and hardware).
13. Experience in implementation of network hardware (especially Cisco Meraki, firewalls, MikroTik, switches, TP-Link, access points, controllers, Hikvision CCTV) and software.
14. Good understanding of network protocols (TCP/IP, DHCP, VPN, VLAN, Security, OSI Layer, Routing, Switching) and firewall configurations and cabling.
15. Ability to work in a high-pressure environment and handle multiple tasks simultaneously.
16. Eager to learn, with excellent interpersonal and communication skills.
17. Experience using ticketing systems, ERP, Google Workspace, and other Google products.