Key skills
Cyber SecurityDNSFirewallsActive DirectoryCommunication
About this role
Role Overview
- 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
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.
Tech Stack
- Cyber Security
- DNS
- Firewalls
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.