Information Technology Specialist

As an IT Specialist (Level 2), you’ll be an integral member of a growing, full-service IT support team, providing advanced technical support and contributing to global IT operations. This role offers an exceptional opportunity to expand your technical expertise and leadership skills while supporting a geographically distributed workforce across the APAC region. You will work closely with global IT teams to ensure consistent service delivery, system stability, and user satisfaction.

Detail-oriented and proactive Level 2 Tech with a strong foundation in troubleshooting complex technical issues and optimizing system performance. Experienced in mentoring junior technicians, managing ticket escalations, and collaborating across departments to ensure efficient issue resolution. Combines hands-on technical expertise with a developing managerial perspective—skilled at prioritizing workloads, improving support workflows, and maintaining high customer satisfaction. Passionate about driving continuous improvement and bridging the gap between technical operations and team leadership.

Responsibilities and Duties

· Provision, configure, and optimize end-user workstations and peripheral devices for new hires and existing staff, ensuring compliance with security and performance standards.

· Perform advanced installations, upgrades, and imaging of operating systems and enterprise applications, leveraging automation tools where possible.

· Administer and maintain user accounts, permissions, and group policies across Microsoft 365, Azure Active Directory, and integrated third-party systems.

· Manage and audit hardware and software assets, maintaining accurate lifecycle documentation and ensuring compliance with organizational standards.

· Serve as an escalation point for complex technical issues, conducting root cause analysis and delivering timely, effective resolutions to minimize downtime.

· Utilize an enterprise ticketing and ITSM platform to manage incidents, service requests, and change controls in alignment with SLA objectives.

· Deploy, monitor, and verify system updates, patches, and security. configurations through centralized endpoint management platform (N-Able).

· Diagnose and resolve advanced network connectivity and performance issues, collaborating with infrastructure teams as needed.

· Develop and maintain comprehensive technical documentation, standard operating procedures, and knowledge base articles to support team efficiency and knowledge sharing.

· Proactively monitor system performance, identify potential risks, and implement preventative measures to enhance reliability and user experience.

Qualifications and Skills

Required:

· Minimum of 2 years of hands-on experience in a Managed Service Provider (MSP) or enterprise-level helpdesk environment.

· At least 2 years of experience administering users, groups, and permissions within Microsoft 365 and Azure Active Directory .

· Proven ability to manage and prioritize workloads through an enterprise ticketing or ITSM system , ensuring timely and efficient resolution of incidents and requests.

· Practical experience with endpoint management and remote monitoring tools (RMM) for system updates, patching, and asset control.

· Strong proficiency in installing and configuring operating systems , deploying software packages, and performing workstation imaging.

· Skilled in PC assembly, hardware diagnostics, and performance optimization .

· Solid understanding of networking concepts , including switching, routing, and firewall configuration .

· Exceptional written and verbal communication skills in English, with the ability to convey technical information clearly to non-technical audiences.

Highly desired

· Proficiency with Remote Monitoring and Management (RMM) platforms, including endpoint deployment, patch automation, and system health monitoring

· Strong networking foundation, with hands-on experience in firewall administration, switching, and routing configuration.

· Experience with remote access and support tools, ensuring secure and efficient troubleshooting across distributed environments.

· Project management experience, including planning, coordinating, and executing technical initiatives or deployments with minimal supervision.

· Flexibility to work varying shifts and hours, including after-hours or on-call rotations as needed to support operational requirements.

· Occasional shift work may be required to cover staffing shortages in the EMEA region.