Requirements:

• IT degree or other relevant IT qualification.

• At least 3 years’ IT support experience within a corporate or professional services environment.

• Experience supporting Microsoft Office 365 and Microsoft Cloud services.

• Knowledge of SharePoint Online.

• Experience supporting Windows environments, mobile devices, Active Directory, and file servers.

• Basic networking support knowledge.

• Ability to work after hours or on weekends when required.

Responsibilities:

• Provide IT user support and services to staff across all levels, including hardware, software, Microsoft Office 365, SharePoint Online, Microsoft Cloud, Windows, mobile devices, Active Directory, file servers, and basic networking.

• Interact with users to understand and resolve IT problems, enquiries, and support requests.

• Diagnose and resolve Level 1 to Level 3 hardware and software issues, researching appropriate solutions and following standard IT processes and procedures.

• Identify and escalate priority issues, redirect problems to appropriate resources, and provide alternative or creative solutions where required.

• Identify recurring issues and patterns and work with IT staff to resolve persistent problems at source.

• Communicate technical information clearly to users and provide follow-ups or scheduled callbacks where necessary.

• Stay current with system information, changes, updates, software applications, equipment, and evolving technologies.

• Maintain professional and service-focused interactions while working collaboratively with IT staff on difficult or time-sensitive problems.

• Maintain a proactive, accountable, and hands-on approach, with strong attention to detail and the ability to work under pressure.

• Provide after-hours or weekend support when required and maintain professional attendance and punctuality