IT Support Executive

Key Responsibilities:

IT Service Desk & Operations

• Provide high-quality, end-to-end IT support via phone, email, live chat, and ticketing systems, serving as the primary point of contact for technical inquiries.

• Accurately log, categorize, prioritize, and track technical incidents and service requests using the IT ticketing system through to resolution.

• Diagnose and resolve hardware, software, network, and operating system issues across desktop, mobile, and peripheral devices.

• Administer identity and access management, including account creation, password resets, access permissions, and group policies using Active Directory and Microsoft 365 Admin Centre.

• Execute hardware provisioning, including configuring new employee workstations, OS deployment, standard software installation, and peripheral setup.

• Coordinate software deployments, feature updates, and patch management across user endpoints to ensure system security and compliance.

SharePoint Architecture & Site Administration

• Design, set up, and configure modern SharePoint Online environments, document libraries, team sites, and communication sites tailored to business unit needs.

• Manage SharePoint site permissions, security roles, external sharing policies, and access controls in alignment with company data protection guidelines.

• Build, automate, and optimize operational workflows using Microsoft Power Automate and SharePoint integration.

• Develop clear taxonomy, metadata structures, and folder hierarchies to improve document management, searchability, and information governance across the organization.

Troubleshooting, Escalation & Improvement

• Perform root-cause analysis for recurring technical issues, authoring clear Knowledge Base (KB) articles and internal standard operating procedures (SOPs).

• Escalate complex tier-3 network, infrastructure, or system issues to specialized internal engineering teams while maintaining ownership of communication with the user.

• Educate and onboard end users on IT best practices, cybersecurity awareness, and self-service Microsoft 365 tools (including SharePoint, Teams, and OneDrive).

Requirements:

Diploma/Degree in Computer Science, Information Technology, or equivalent.
2+ years in IT support, with hands-on experience.
Proficient in Windows Server, Active Directory, Office 365, and basic networking.
Experience with system imaging, antivirus tools, and remote administration.
Strong problem-solving skills and ability to work independently.