IT Support Specialist

Job Title : IT Support Specialist - Tier 2

- Experience : 1 - 4 years in IT support, service desk or desktop support.

Job Description :

- Provide day-to-day technical support for hardware, software and corporate systems.

- Manage incidents and service requests from initial response through confirmed resolution.

- Troubleshoot Windows, macOS, Microsoft 365, VPN, DNS and DHCP-related issues.

- Administer users, groups, licences, MFA and access within Microsoft Entra ID/Azure AD.

- Manage device enrolment, application deployment, compliance policies and configuration profiles through Microsoft Intune.

- Support employee onboarding, internal transfers and offboarding activities.

- Handle access requests through established IAM and approval workflows.

- Maintain endpoint security, patching, hardening and compliance standards.

- Escalate complex issues to Security, Cloud Operations or Engineering teams and track them through closure.

- Maintain accurate asset, software licence and service-desk records.

- Prepare knowledge-base articles, troubleshooting guides and operational runbooks.

- Identify recurring issues and recommend permanent solutions.

- Use PowerShell, Microsoft Graph or similar tools to automate routine administrative tasks.

- Use approved AI tools to support troubleshooting, documentation and script development.

- Review and validate all AI-generated commands before using them in production.

- Follow information-security, data-privacy and least-privilege requirements.

Key Skills :

- Windows and macOS troubleshooting

- Microsoft 365 administration

- Microsoft Entra ID/Azure AD

- Microsoft Intune or another MDM platform

- MFA and identity-access management

- PowerShell and Microsoft Graph

- Networking fundamentals, including DNS, DHCP and VPN

- Endpoint security and Microsoft Defender

- Ticketing systems and knowledge-base management

- Strong written and verbal communication

Preferred Qualifications :

- Bachelor's degree, relevant IT certification or equivalent practical experience.

- Microsoft certifications such as MD-102 or SC-300 would be advantageous.

- Experience supporting a distributed or remote workforce.

- Exposure to security compliance, access reviews or audit documentation.

- Experience integrating or standardising IT systems following an acquisition.

Skills

Technical Support, Troubleshooting, Windows OS, Mac OS, VPN, DNS, DHCP, Entra ID, Active Directory, iAM, Ticketing System