Description
We are seeking an experienced IT Helpdesk Specialist (Mid-Level) to provide advanced technical support across our Microsoft-based IT environment. This role sits between first-line support and systems engineering , resolving escalated tickets independently, maintaining core infrastructure, and supporting the broader IT team on projects involving Windows Server, Active Directory, Microsoft 365, and Azure.
Key Responsibilities:
Helpdesk & End-User Support
- Provide technical support for hardware, software, network, and account issues,
- Own and resolve tickets end-to-end via the IT service management (ITSM) platform, meeting SLA targets.
- Diagnose and remediate issues across Windows 10/11 endpoints, mobile devices, and peripherals.
- Manage user onboarding/offboarding, including account provisioning, device imaging, and access rights in Active Directory / Entra ID.
- Document recurring issues and contribute to the internal knowledge base to reduce repeat tickets.
Systems & Infrastructure Support
- Administer and maintain Windows Server environments, Active Directory, Group Policy, and DNS/DHCP.
- Support Microsoft 365 administration: SharePoint, OneDrive, and license management.
- Manage endpoint configuration and compliance using Microsoft Intune / Endpoint Manager.
- Assist with Azure infrastructure tasks , virtual machines, storage, backup, and basic networking (VNets, NSGs).
- Support core network components (switches, firewalls, Wi-Fi, VPN) in coordination with the network/systems engineering team.
- Participate in patch management, backup verification, and routine infrastructure maintenance.
- Write and maintain automation scripts (PowerShell) for repetitive administrative tasks.
- Contribute to IT projects such as server migrations, M365 tenant changes, and security hardening initiatives.
What We’re Looking For:
- 3–5 years in an IT helpdesk, desktop support, or junior systems administration role.
- Strong working knowledge of Windows Server (2016/2019/2022), Active Directory, and Group Policy.
- Hands-on experience administering Microsoft 365 (SharePoint, Intune, Entra ID).
- Familiarity with Azure fundamentals (VMs, storage, Entra ID / Azure AD, basic networking).
- Working knowledge of networking concepts: TCP/IP, DNS, DHCP, VPN, firewalls.
- Scripting ability in PowerShell for task automation and system administration.
- Experience with ITSM/ticketing platforms (e.g., ServiceNow, Freshservice, Jira Service Management).
- Solid troubleshooting methodology and ability to work independently on escalated issues.
- Excellent communication skills with both technical and non-technical stakeholders.
What We Offer
- Competitive salary and performance-based incentives
- Ongoing training & career development
- Private medical insurance
- Flexible working model with international exposure
- Access to leading tools, market platforms, and global expertise
- Opportunity to work on high-value, multinational accounts
- Supportive, entrepreneurial culture focused on growth, development, and collaboration