Job Purpose
The Senior IT Support role is responsible for delivering high-quality, reliable, and user-focused IT support services to internal users. The position supports daily IT operations by resolving complex technical issues, acting as a senior escalation point for support requests, and ensuring stable and secure IT environments.
This role requires strong technical expertise, a proactive service-oriented mindset, and the ability to work independently while collaborating closely with other IT teams.
Responsibilities
IT Support & Service Management
- You will provide second-line and senior-level IT support to internal users.
- You will receive, log, track, and manage IT support requests via phone, email, IT ticketing systems, Microsoft Teams, and remote support tools.
- You will troubleshoot and resolve complex hardware, software, and user access issues.
- You will act as an escalation point for unresolved or high-priority incidents and coordinate resolution with appropriate IT teams.
- You will prioritize and manage assigned tickets to ensure timely resolution according to agreed service levels and business impact.
- You will communicate clearly with users and relevant stakeholders regarding issue status, progress, and resolution.
- You will follow and promote defined IT support, incident, and request management processes.
- You will mentor and provide guidance to junior IT support team members when required.
End-User Devices & Workplace Support
- You will install, configure, maintain, and troubleshoot desktops, laptops, printers, peripherals, and collaboration tools.
- You will support meeting rooms, conference equipment, hot desks, and shared office setups.
- You will coordinate hardware replacements, upgrades, and equipment rollouts with vendors and internal teams.
- You will maintain accurate IT asset inventory records and support device lifecycle management activities.
- You will perform routine hardware checks and assist with preventative maintenance activities.
Documentation & Continuous Improvement
- You will maintain, review, and continuously improve IT support documentation and knowledge base articles.
- You will identify recurring issues and contribute to continuous improvement of IT support processes and user experience.
- You will support IT best practices and standards, including those aligned with ITIL principles.
Skills
Technical Skills
- You should have 7-10 years of experience in an IT support, service desk, or technical support role.
- You should have a diploma or degree in Information Technology or a related field, which is considered an advantage.
- You should have strong working knowledge of Microsoft Windows operating systems and Microsoft Office 365 administration.
- You should have extensive experience supporting laptops, desktops, and end-user devices in enterprise environments.
- You should have solid hands-on experience with Active Directory, including user accounts, access management, and group policies.
- You should have a good understanding of networking concepts such as IP addressing, DNS, DHCP, VPN, and Wi‑Fi.
- You should have strong experience using IT ticketing or service management tools.
- You should have relevant IT certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or equivalent, which are considered a plus.
Interpersonal & Professional Skills
- You should have excellent troubleshooting, analytical, and problem-solving skills.
- You should have excellent verbal and written communication skills.
- You should have a customer-focused mindset and the ability to work independently while taking ownership of issues.
