IT Support Executive

Key Responsibilities:

IT Service Desk & Operations

• Provide high-quality, end-to-end IT support via phone, email, live chat, and ticketing systems, serving as the primary point of contact for technical inquiries.

• Accurately log, categorize, prioritize, and track technical incidents and service requests using the IT ticketing system through to resolution.

• Diagnose and resolve hardware, software, network, and operating system issues across desktop, mobile, and peripheral devices.

• Administer identity and access management, including account creation, password resets, access permissions, and group policies using Active Directory and Microsoft 365 Admin Centre.

• Execute hardware provisioning, including configuring new employee workstations, OS deployment, standard software installation, and peripheral setup.

• Coordinate software deployments, feature updates, and patch management across user endpoints to ensure system security and compliance.

SharePoint Architecture & Site Administration

• Design, set up, and configure modern SharePoint Online environments, document libraries, team sites, and communication sites tailored to business unit needs.

• Manage SharePoint site permissions, security roles, external sharing policies, and access controls in alignment with company data protection guidelines.

• Build, automate, and optimize operational workflows using Microsoft Power Automate and SharePoint integration.

• Develop clear taxonomy, metadata structures, and folder hierarchies to improve document management, searchability, and information governance across the organization.

Troubleshooting, Escalation & Improvement

• Perform root-cause analysis for recurring technical issues, authoring clear Knowledge Base (KB) articles and internal standard operating procedures (SOPs).

• Escalate complex tier-3 network, infrastructure, or system issues to specialized internal engineering teams while maintaining ownership of communication with the user.

• Educate and onboard end users on IT best practices, cybersecurity awareness, and self-service Microsoft 365 tools (including SharePoint, Teams, and OneDrive).

Requirements:

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant professional IT certifications are an advantage.
• Minimum 2-5 years of experience in IT service desk, desktop support, systems administration, or a similar IT operations role.
• Hands-on experience supporting Windows operating systems, Microsoft 365 and enterprise IT environments.
• Practical experience administering SharePoint Online, including site creation, permissions, document libraries and information architecture.
• Experience with Microsoft Power Automate and workflow automation.
• Experience with Active Directory / Entra ID and Microsoft 365 administration.
• Experience in endpoint provisioning, software deployment, patching and troubleshooting.
• Experience working with an IT Service Management (ITSM) / ticketing system.
• Strong organisational skills, attention to detail and ability to manage multiple priorities effectively.
• Proactive, analytical and solutions-oriented, with an interest in automation, process improvement and digitalisation.
• Ability to work independently and collaboratively with internal teams, vendors and external service providers.