IT Administrator

Role Summary

We are looking for an intermediate-level IT Support Engineer to provide general IT support for our global corporate environment. This role will support employees with day-to-day technical issues, Windows/macOS laptop setup, local admin, software access, Microsoft 365 support, Office Wi-Fi, badge system and basic network troubleshooting, Windows365 Cloud PC support, and IT operational tasks.

The ideal candidate should have strong troubleshooting skills, good customer service mindset, and experience supporting users in a corporate IT environment. This role is suitable for someone who has moved beyond basic helpdesk support and can independently handle common IT issues, escalations, documentation, and operational follow-up.

Key Responsibilities

End-User IT Support

Provide Tier 1/Tier 2 support for employees, including:

Laptop, desktop, monitor, keyboard, mouse, headset, and peripheral issues

Windows and macOS troubleshooting

Microsoft Outlook, Teams, OneDrive, SharePoint, and Office application issues

Browser, VPN, Wi-Fi, audio/video, and conference room support

Software installation and troubleshooting

Operating system and software patch and upgrade

Remote support for employees in different locations

Employee Onboarding and Offboarding

Support IT onboarding and offboarding activities, including:

Prepare laptops and user equipment

Assist with account setup and access requests

Help new hires with first-day IT setup

Recover company equipment from departing employees

Follow offboarding checklists to ensure access and assets are handled properly

Account and Application Support

Assist with general user access and application support, including:

Password reset and MFA troubleshooting

User account updates

Distribution lists, shared mailboxes, and group membership changes

SaaS application access requests

Basic permissions troubleshooting

Escalation to application owners when needed

Hardware and Asset Management

Help maintain IT inventory and equipment lifecycle, including:

Track laptops, monitors, accessories, and spare devices

Coordinate laptop shipping, replacement, and repairs

Maintain asset records

Support warranty claims and vendor repair cases

Help standardize hardware setup and replacement process

IT Operations and Ticket Management

Handle IT service requests and incidents through the company ticketing system:

Respond to tickets within SLA

Prioritize issues based on business impact

Document troubleshooting steps clearly

Escalate complex issues to senior engineers or other teams

Follow up with users until issues are resolved

Identify repeated issues and suggest process improvements

Basic Network and Office IT Support

Provide basic support for office and remote connectivity issues, including:

Wi-Fi troubleshooting

VPN or secure access connectivity support

Conference room AV support

Basic switch, firewall, or ISP escalation coordination

Work with infrastructure/network teams for complex issues

Documentation and Process Improvement

Create and maintain IT documentation, including:

How-to guides for employees

Internal troubleshooting steps

Onboarding and offboarding checklists

Asset management procedures

Common issue resolution guides

IT support knowledge base articles

Required Qualifications

3–5 years of experience in IT support, desktop support, service desk, or IT administration

Strong experience supporting Windows laptops

Basic to intermediate macOS support experience

Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Office apps

Experience troubleshooting hardware, software, network, and access issues

Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar

Good understanding of user accounts, groups, MFA, and basic access management

Experience supporting remote users

Strong written and verbal English communication skills

Ability to work independently and follow documented processes

Strong customer service mindset

Preferred Qualifications

Experience with Microsoft Intune, Jamf, or other device management tools

Experience with Entra ID / Azure AD basic administration

Experience with Zoom, Slack, Google Workspace, or other collaboration tools

Basic PowerShell scripting knowledge

Experience with asset management tools

Experience supporting global teams

ITIL Foundation certification preferred but not required

Microsoft 365 Fundamentals or Azure Fundamentals certification preferred