Sr. IT Specialist

WHAT WE OFFER

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW
The primary responsibility of the IT Specialist is to provide world-class IT support by responding to tickets and requests professionally and promptly, resolving tickets and requests efficiently, ensuring all underlying issues are addressed while also making sure SLA is always met if not exceeded, performing IT-related ad-hoc tasks professionally and effectively, provide both on-site and remote support as needed and maintain strict compliance of PCI DSS security guidelines. They are also responsible for handling the IT infrastructure within the organization, including the physical network such as LAN/WAN, structured cabling, servers, business support systems, and end-user support.

WHAT WILL YOU DO?
IT Helpdesk Support

• Respond and resolve tickets, requests and all issues raised to the IT team in a professional and timely manner, making sure SLA and commitments are met if not exceeded, providing timely updates to end-users if needed.
• Hardware support and configuration (i.e., Laptop, Desktop, Monitor, Mouse, Keyboard, Printer, etc.)
• Software support and configuration (i.e., Windows 10, Office 365, Google Workspace, etc.)
• End-to-end onboarding support (i.e., hardware procurement, configuration and inventory management, account creation, access management, etc.)
• End-to-end offboarding support (i.e., hardware movement and inventory management, access management, etc.)
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Assign users and computers to proper security groups and maintain security restrictions.
• Perform workstation hardware and software upgrades as required.
• Ensure strict compliance with PCI DSS requirements.
• Knowledgebase/process document creation and management.

Other Tasks

• Subject Matter Expert and point of escalation for most, if not all, IT Helpdesk-related tasks/processes
• Ensure all escalations regarding security, system, or network concerns are raised to the team lead and/or the IT Infrastructure team efficiently and in a timely manner.
• Perform other IT-related ad-hoc tasks as instructed by the team lead or manager.
• Proactively recommend or raise opportunities for improvement.

WHAT SHOULD YOU HAVE? 

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, and other related fields.
• The ability to install, configure, and maintain multi-layer switches and routers.
• Knowledge of Firewalls Ubiquity products (UDM pro, PFSENSE, and Fortinet).
• Strong knowledge of TCP/IP.
• Knowledge of routing and routing protocol BGP.
• Relevant experience with ESET or other antimalware solutions.
• Intermediate to advance computer hardware and software troubleshooting.
• Inventory Management knowledge
• Vendor Management knowledge.
• Minimum of 3 years experience as an IT Associate
• Strong interpersonal communication skills.
• Proven ability to work as part of a team, also being self-directed and motivated.