Job Summary

The Senior IT Support Specialist is responsible for providing advanced technical support, ensuring the stability, security, and optimal performance of IT systems. This role acts as an escalation point for complex issues, mentors junior support staff, and contributes to IT infrastructure improvement and policy development.

Key Responsibilities

Provide Level 2 and Level 3 technical support for hardware, software, and network issues

Diagnose, troubleshoot, and resolve complex IT incidents within SLA timelines

Install, configure, and maintain desktops, laptops, servers, printers, and network devices

Manage user accounts, permissions, and access control (Active Directory / IAM)

Monitor system performance and proactively prevent outages

Lead incident response and root cause analysis for recurring issues

Document technical procedures, system configurations, and support guides

Mentor and supervise junior IT support staff

Coordinate with vendors, ISPs, and third-party service providers

Support cybersecurity best practices, patching, and backup processes

Required Technical Skills

Advanced knowledge of Windows Server & Windows OS

Strong understanding of Linux fundamentals (Ubuntu/CentOS preferred)

Networking knowledge: TCP/IP, DNS, DHCP, VLANs, VPNs, Firewalls

Experience with Active Directory, Group Policy, Office 365 / Google Workspace

Hardware troubleshooting (PCs, laptops, printers, servers)

Backup, recovery, and basic disaster recovery procedures

Experience with ticketing systems (e.g., Freshdesk, Zendesk, Jira, ServiceNow)

Basic scripting (PowerShell, Bash) is an advantage

Soft Skills & Competencies

Strong analytical and problem-solving skills

Excellent communication and user-support skills

Ability to work under pressure and manage multiple issues

Leadership and mentoring capability

High attention to detail and documentation discipline

Customer-focused mindset

Qualifications

Bachelor’s Degree in Information Technology, Computer Science, or related field

3–6 years of experience in IT Support or Systems Administration

Relevant certifications are an advantage:

CompTIA A+, Network+, Security+

Microsoft (MCSA/MD-100/MD-101)

Cisco CCNA

Preferred Experience

Experience in enterprise or multi-branch environments

Exposure to cloud platforms (Azure / AWS basics)

Knowledge of ITIL processes and best practices

Key Performance Indicators (KPIs)

Issue resolution time and SLA compliance

System uptime and reliability

User satisfaction ratings

Quality of documentation and process improvements