Key Accountabilities:

• Lead, supervise, and support the IT team to ensure efficient and high-quality service delivery.
• Develop, update, and maintain IT knowledge base articles and technical documentation.
• Administer, configure, monitor, and support the IT Help Desk to ensure timely resolution of issues.
• Plan, lead, and implement IT improvement projects including Endpoint management, tracking, and security, SaaS platform administration, IT operations automation, Network infrastructure and security enhancements.
• Install, upgrade, and maintain software applications and systems.
• Troubleshoot, report, and maintain logs for server, desktop, and laptop issues.
• Monitor internal and external server and network environments to ensure reliability and performance.
• Oversee routine backup monitoring and testing to ensure data integrity.
• Manage and monitor cloud-based phone systems.
• Perform user account management including creation, updates, and access control.
• Provide pre-sales technical support and assist in follow-up on sales opportunities.

Skills, Attributes & Experience:

• Proven experience in a senior or similar IT role, including team supervision or leadership.
• Strong ability to provide technical support via phone, email, and on-site for a wide range of IT systems.
• Advanced knowledge of Windows Server 2008(R2) to 2022, Active Directory, and Group Policy administration.
• Experience with Microsoft Exchange 2013/2016, Office 365, and Microsoft 365.
• Proficiency with virtualization technologies (VMware/Hyper-V) and tools such as vCenter or SCVMM.
• Experience with security technologies including firewalls and antivirus solutions.
• Skilled in using remote support and management tools.
• Solid understanding of LAN/WAN network infrastructure, TCP/IP, and networking principles.
• Experience working with cloud technologies and platforms.
• Strong ability to create and maintain IT documentation.
• Hands-on experience with hardware installation: desktops, servers, storage, and networking devices.
• Experience installing and managing server rack equipment.
• Excellent communication skills and the ability to work effectively with people at all levels.
• Strong capability to log, track, and manage helpdesk requests.
• Cybersecurity knowledge or experience is an added advantage.