IT Administrator

<p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>Role Summary</strong></p> <p>We are looking for an intermediate-level IT Support Engineer to provide general IT support for our global corporate environment. This role will support employees with day-to-day technical issues, Windows/macOS laptop setup, local admin, software access, Microsoft 365 support, Office Wi-Fi, badge system and basic network troubleshooting, Windows365 Cloud PC support, and IT operational tasks.</p> <p>The ideal candidate should have strong troubleshooting skills, good customer service mindset, and experience supporting users in a corporate IT environment. This role is suitable for someone who has moved beyond basic helpdesk support and can independently handle common IT issues, escalations, documentation, and operational follow-up.</p> <p><strong>Key Responsibilities</strong></p> <p><strong>End-User IT Support</strong></p> <p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Provide Tier 1/Tier 2 support for employees, including:</p> <ul> <li>Laptop, desktop, monitor, keyboard, mouse, headset, and peripheral issues</li> <li>Windows and macOS troubleshooting</li> <li>Microsoft Outlook, Teams, OneDrive, SharePoint, and Office application issues</li> <li>Browser, VPN, Wi-Fi, audio/video, and conference room support</li> <li>Software installation and troubleshooting</li> <li>Operating system and software patch and upgrade</li> <li>Remote support for employees in different locations</li> <li>Employee Onboarding and Offboarding</li> </ul> <p><strong>Support IT onboarding and offboarding activities, including:</strong></p> <ul> <li>Prepare laptops and user equipment</li> <li>Assist with account setup and access requests</li> <li>Help new hires with first-day IT setup</li> <li>Recover company equipment from departing employees</li> <li>Follow offboarding checklists to ensure access and assets are handled properly</li> </ul> <p><strong>Account and Application Support</strong></p> <p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Assist with general user access and application support, including:</p> <ul> <li>Password reset and MFA troubleshooting</li> <li>User account updates</li> <li>Distribution lists, shared mailboxes, and group membership changes</li> <li>SaaS application access requests</li> <li>Basic permissions troubleshooting</li> <li>Escalation to application owners when needed</li> <li>Hardware and Asset Management</li> </ul> <p><strong>Help maintain IT inventory and equipment lifecycle, including:</strong></p> <ul> <li>Track laptops, monitors, accessories, and spare devices</li> <li>Coordinate laptop shipping, replacement, and repairs</li> <li>Maintain asset records</li> <li>Support warranty claims and vendor repair cases</li> <li>Help standardize hardware setup and replacement process</li> <li>IT Operations and Ticket Management</li> </ul> <p><strong>Handle IT service requests and incidents through the company ticketing system:</strong></p> <ul> <li>Respond to tickets within SLA</li> <li>Prioritize issues based on business impact</li> <li>Document troubleshooting steps clearly</li> <li>Escalate complex issues to senior engineers or other teams</li> <li>Follow up with users until issues are resolved</li> <li>Identify repeated issues and suggest process improvements</li> <li>Basic Network and Office IT Support</li> </ul> <p><strong>Provide basic support for office and remote connectivity issues, including:</strong></p> <ul> <li>Wi-Fi troubleshooting</li> <li>VPN or secure access connectivity support</li> <li>Conference room AV support</li> <li>Basic switch, firewall, or ISP escalation coordination</li> <li>Work with infrastructure/network teams for complex issues</li> <li>Documentation and Process Improvement</li> </ul> <p><strong>Create and maintain IT documentation, including:</strong></p> <ul> <li>How-to guides for employees</li> <li>Internal troubleshooting steps</li> <li>Onboarding and offboarding checklists</li> <li>Asset management procedures</li> <li>Common issue resolution guides</li> <li>IT support knowledge base articles</li> </ul> <p><strong>Required Qualifications</strong></p> <ul> <li>3–5 years of experience in IT support, desktop support, service desk, or IT administration</li> <li>Strong experience supporting Windows laptops</li> <li>Basic to intermediate macOS support experience</li> <li>Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Office apps</li> <li>Experience troubleshooting hardware, software, network, and access issues</li> <li>Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar</li> <li>Good understanding of user accounts, groups, MFA, and basic access management</li> <li>Experience supporting remote users</li> <li>Strong written and verbal English communication skills</li> <li>Ability to work independently and follow documented processes</li> <li>Strong customer service mindset</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Experience with Microsoft Intune, Jamf, or other device management tools</li> <li>Experience with Entra ID / Azure AD basic administration</li> <li>Experience with Zoom, Slack, Google Workspace, or other collaboration tools</li> <li>Basic PowerShell scripting knowledge</li> <li>Experience with asset management tools</li> <li>Experience supporting global teams</li> <li>ITIL Foundation certification preferred but not required</li> <li>Microsoft 365 Fundamentals or Azure Fundamentals certification preferred</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p>