IT & Systems Support Engineer (NG)

Job Objective: Deliver frontline user support, IT helpdesk services, and systems administration end-user equipment, enterprise applications, and network infrastructure.

Reporting Line: IT & Systems Support Manager

Key Duties and Responsibilities

• User Support and Training: Provide Level 1/2 IT helpdesk support. Deliver user training on hardware (laptops, peripherals, telephony) and enterprise systems (Microsoft 365, ERP, collaboration tools)
• Incident and Problem Management: Troubleshoot and resolve technical issues within SLA. Escalate to Level 3 support where necessary, ensuring full ticket documentation from logging through to resolution
• Systems Administration: Administer user accounts, permissions and group policies across Active Directory/Microsoft Entra ID. Support endpoint management via Microsoft Intune
• Network Support: Assist with LAN/WAN troubleshooting, Wi-Fi management, DNS/DHCP configuration and basic firewall/switch administration
• Cybersecurity and Compliance: Monitor and maintain endpoint protection, email security and data loss prevention controls. Support user access reviews and enforce compliance with WIOCC security policies and frameworks (ISO 27001, NIST)
• Business Continuity and Backup: Ensure regular system and user data backups are completed, tested and documented in line with the business continuity plan
• Documentation and Knowledge Management: Create and maintain IT documentation, SOPs, runbooks, knowledge base articles and report/document templates
• Business Process Automation: Identify automation opportunities across IT and business workflows. Assist in implementing solutions using tools such as Power Automate or similar platforms
• Project Participation: Support IT projects assigned by the IT Manager, contributing to planning, execution and post-implementation review. Maintain project logs and status reports
• Asset and Inventory Management: Track IT assets (hardware and software licences), support procurement processes and maintain the IT asset register
• Telephony Support: Administer and troubleshoot the office telephony/VoIP system, including handset provisioning and call routing

Minimum Qualifications:

• Education: Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or a related field from a recognized university.
• Technical Certifications’ or related technologies, CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Security, Compliance, and Identity Fundamentals (SC-900) and ITIL v4 Foundation (advantageous)

Experience and Skills

• Technical Experience: 3 to 5 years in Level 2 technical support or a similar hands-on IT role.
• Systems Administration: Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune and Group Policy management
• Networking: Solid understanding of IP addressing, DNS, DHCP, VLANs, Wi-Fi troubleshooting and basic firewall concepts
• Enterprise Systems: Familiarity with ERP platforms, IT ticketing systems (e.g., NetSuite, ServiceNow, or similar) and Microsoft 365 administration
• Documentation: Ability to produce clear, accurate technical documentation, SOPs and user guides.
• AI and Emerging Technology Awareness: Basic understanding of AI-driven productivity tools (e.g., Microsoft Copilot, AI-assisted automation) and willingness to adopt emerging technologies
• Telephony: Experience supporting VoIP/PBX telephone systems
• Project Management: Ability to manage assigned tasks within project timelines, track deliverables and report progress. Familiarity with basic project management methodologies is an advantage. (enhanced)
• Audit and Compliance Support: Ability to support internal IT audits, user access reviews and maintain audit-ready records
• Multitasking and Problem-Solving: Proven ability to manage multiple priorities and resolve issues methodically in a fast-paced environment

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Passionate about technology, innovation, and continuous learning
• Detail-oriented with a commitment to accuracy
• Excellent written and verbal English communication
• Ability to work under pressure, manage time efficiently, and adapt quickly
• Takes ownership of tasks and follows through to completion