IT Support
You will supervise IT support operations, maintain computers and network infrastructure, manage tickets and service levels, administer user accounts, install and configure IT equipment, provide Tier 1 and Tier 2 support, troubleshoot technical issues, document service standards, and guide and evaluate team members.
Responsibilities
- Supervise day-to-day IT Tech Support operations
- Ensure IT support operations across group locations
- Maintain computers, network infrastructure, and IT equipment
- Monitor the ticketing system and prioritize support requests according to severity and SLA
- Manage user accounts, access rights, and system subscriptions
- Install and configure hardware, software, printers, IP cameras, Wi-Fi access points, and IT peripherals
- Provide Tier 1 and Tier 2 technical support
- Perform on-site and remote troubleshooting
- Identify recurring technical issues and suggest solutions or automation
- Define and refine IT service standards and documentation
- Provide technical guidance and act as an escalation point
- Oversee team member performance, set goals, conduct evaluations, and provide feedback
- Prepare reports on ticket trends, team performance, and SLA compliance
- Recruit, train, and mentor new team members when applicable
- Collaborate with external partners and internal teams
Requirements
- 3+ years in IT technical support, including 1–2 years leading or supervising a team
- Strong knowledge of hardware, LAN/WAN networking, Wi-Fi, and IT peripherals
- Hands-on Tier 1 and Tier 2 support experience in a live production environment
- Experience with ticketing systems and SLA management
- Experience with user account provisioning and onboarding and offboarding
- Ability to lead, mentor, and evaluate team members
- Strong remote and on-site troubleshooting skills
- Excellent communication skills
- Ability to work across multiple office locations
- Fluent English
Benefits
- Performance bonuses
- Team activities and shared experiences