About the role

• This Senior IT Support Specialist role offers an exciting opportunity to provide technical support to our remote workforce of 130 staff and collaborate directly with the IT Manager.
• You’ll be the first line of support for resolving user issues, leveraging your technical skills and problem-solving abilities to diagnose and fix hardware and software problems using remote access tools.

Responsibilities

User Support:

• Troubleshoot and Resolve User Issues: Partner with the IT Manager to identify trends and develop efficient solutions for recurring user issues.
• Provide first-line technical support to internal users via Slack, email, and in-person assistance.
• Assist with enrolling devices (laptops, tablets) into JumpCloud (our MDM) and Vanta (our compliance manager) directory Agent for centralized management.

Internal Systems Management:

• Maintain IT Infrastructure: Contribute to the team’s efforts by documenting technical solutions, assisting with the implementation of IT policies, and managing user accounts and assets within Jumpcloud.
• Enforcing security policies across all devices and checking that they are up to date as it is critical for safeguarding against vulnerability exploits.
• Help monitor system logs and identify any suspicious activity related to Jumpcloud accounts and devices.
• Document solutions and procedures related to internal systems to ensure knowledge transfer within the team.

Hardware:

• Work with the IT manager to assist in the hardware procurement process across our 4 African markets, including tablet devices sold to our end customers, and laptop devices for internal staff.
• Regularly review the performance and quality of our tablets, and the availability of new brands, models, or solutions that could better serve our customers while still matching buyer segments in our various markets.
• Support Preventive Maintenance: Work alongside the IT Manager to ensure the smooth operation of IT systems across all four markets through routine preventive maintenance tasks.

Qualifications

Academic qualifications:

• A degree in Information Technology or a related field is a plus, relevant experience and demonstrably strong technical skills are highly valued

Experience:

• 4+ years of experience troubleshooting and resolving hardware and software issues for internal users in a remote work environment..
• Proven ability to communicate effectively (written and verbal) with a non-technical audience, clearly explaining technical concepts.
• Excellent interpersonal skills – excellent at building relationships and working across all levels of the company.
• Having a solid grasp of operating systems like Windows, macOS, and Linux. This includes understanding user management, security settings, networking configuration, and software installation processes.
• Mindsets:
• A team player who loves working collaboratively.
• A sense of optimism, flexibility, and adaptability to any situation.
• An ability to thrive in ambiguous situations due to your resilience and tenacity.
• A growth mindset and a deep enthusiasm for learning, feedback, and continuous improvement.
• A blend of passion, humility, patience, and a good sense of humor.
• A tendency to roll up your sleeves to move projects forward.