IT Support

• We are seeking a hands-on and proactive **IT Specialist to join our ICT Operations team**. The ideal candidate will be responsible for ***internal maintaining and supporting the organization's IT infrastructure, equipment, networks, and systems. ***This role requires strong technical skills across multiple operating systems (**Windows, macOS, Linux**), as well as experience with **cloud platforms like Google Workspace and Microsoft 365**. **The IT Specialist will be instrumental in ensuring seamless day to day IT operations and providing outstanding user support.
• **What your role would look like:**
• ***Procurement and Asset Management:***
• - Purchase and set up workstations and other internal IT equipment for employees, managing inventory and asset tracking.**
• ***User Support & Operations***
• - Provide first and second line internal technical support to end users, both remotely and on-site.
• - Internal set up, onboard, and offboard users, including provisioning/deprovisioning access and accounts.
• - Manage internal user accounts across Google Workspace, Microsoft 365, SharePoint, Active Directory, and other business tools.
• - Monitor, document, and resolve support tickets through Atlassian Jira Service Management.**
• ***Hardware & Software Management***
• - Maintain and troubleshoot internal desktops, laptops, printers, and peripheral equipment.
• - Perform laptop repairs and diagnostics (e.g., RAM/SSD upgrades, reimaging).
• - Install, configure, and troubleshoot software and operating systems (Windows, macOS, Linux).
• - Maintain an accurate inventory of IT assets and perform lifecycle management.**
• ***Network & Infrastructure***
• - Support and troubleshoot local and remote network issues (LAN, Wi-Fi, VPN).
• - Collaborate with the DevOps and other teams on network improvements and incident response.
• - Monitor logs and perform basic diagnostics to ensure network reliability and performance.
• - Strong understanding of Network Segmentation**
• ***Security & Compliance***
• - Apply and enforce IT security best practices (patching, antivirus, user permissions, etc.).
• - Administer endpoint security tools (antivirus, disk encryption, etc.).
• - Manage access controls and enforce the principle of least privilege.
• - Use and maintain password managers following company policy.
• - Ensure user terminations are conducted securely and comprehensively.**
• ***Documentation & Process***
• - Maintain clear IT documentation for systems, procedures, and troubleshooting guides using Confluence.**Contribute to the IT knowledge base and onboarding documentation.
• - Participate in internal audits, compliance efforts, and best practice enforcement.**
• ***Training and Support:***
• - Conduct training sessions for employees on new software, tools, and IT best practices.**
• ***Collaboration:***
• - Work closely with other IT team members and departments to identify and implement improvements in technology and processes.**
• ***Business & Strategic Awareness***
• - Understand the business domain, key entities, and how systems interact
• - Priorities tasks based on business value, urgency, and impact
• - Understand how the team’s projects align with broader company goals and vision

IT Specialist

• Lead and manage complex IT infrastructure projects from initiation to successful delivery, ensuring alignment with business goals and technical requirements.
• Develop and maintain project plans, including scope, timelines, resource allocation, and dependencies.
• Prepare, manage, and monitor project budgets, ensuring financial accountability and transparency.
• Oversee governance aspects of project execution, ensuring that processes, documentation, and controls are properly defined, implemented, and continuously improved.
• Collaborate with technical teams to understand high-level system designs, architecture, and infrastructure components.
• Work closely with technical teams to ensure infrastructure solutions meet standards, best practices, and long-term sustainability.
• Coordinate and align with cross-functional stakeholders (including technical teams, management, and external partners), ensuring clear updates, alignment, and expectations management throughout the project lifecycle.
• Identify, assess, and mitigate project risks while managing issues and escalations in a structured and proactive way.
• Drive cross-team coordination and foster effective collaboration in a diverse and distributed environment.
• Ensure smooth handover to operations, with complete documentation and clearly defined processes.
• Support IT Project Management Office in optimizing the project portfolio

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IT Specialist

IT Infrastructure Project Manager