IT Support (Level 3)

Requirements: Min 4 Years of Proven Experience in IT support, systems administration, or similar role Strong experience with Windows environments (workstations and servers) Solid understanding of Active Directory, DNS, DHCP, Group Policy, and permissions Experience supporting Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, MFA) Knowledge of networking concepts including firewalls, VPNs, VLANs, and wireless infrastructure Experience with backup and disaster recovery tools and processes Familiarity with RMM tools, ticketing systems, and documentation platforms Strong troubleshooting and problem-solving abilities Excellent written and verbal communication skills Ability to explain technical issues clearly to non-technical users Strong organizational skills and attention to detail Ability to manage multiple priorities in a fast-paced environment Core responsibilities: Provide remote and onsite technical support across all levels (Level I, II, and III) Take full ownership of support tickets from initial response through resolution Troubleshoot issues related to workstations, servers, printers, networks, and software applications Support and manage systems including Microsoft 365, cybersecurity tools, backups, and remote access solutions Perform server administration tasks (Active Directory, Group Policy, DNS, DHCP, file shares, permissions, etc.) Configure, maintain, and troubleshoot network infrastructure (firewalls, switches, VPNs, wireless networks, VLANs) Monitor, test, and validate backup and disaster recovery systems to ensure reliability Assist with onboarding new clients, including system setup, migrations, and deployments Coordinate with vendors and third-party providers to resolve technical issues and maintain systems Maintain accurate and up-to-date documentation for systems, processes, and environments Follow ticketing standards, ensuring clear notes, updates, troubleshooting steps, and resolution summaries Identify recurring issues and proactively suggest improvements or long-term solutions Assist in developing and improving SOPs, workflows, and internal documentation Handle both basic support tasks (password resets, printer issues, user setup) and advanced engineering tasks Manage multiple tickets, projects, and priorities simultaneously Participate in after-hours or emergency support when required Mentor junior team members and contribute to overall team development

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities. Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!