Were seeking a versatile and technically skilled Lead IT Systems Specialist to manage and support enterprise IT infrastructure and systems across our office this role youll be the go-to expert for ensuring seamless daily operations from resolving end-user issues to configuring AV systems. Youll also play a pivotal role in mentoring junior support staff owning IT processes and collaborating globally to uphold standards.
Key Responsibilities
- Provide expert-level technical support for hardware software network systems and audiovisual (AV) solutions across the office.
- Install configure and maintain operating systems applications endpoint devices and meeting room technology.
- Lead root cause analysis for recurring issues and implement long-term corrective measures.
- Manage and resolve escalated or complex technical issues with minimal disruption to operations.
- Own the setup testing and troubleshooting of AV equipment for high-stakes meetings and events (e.g. Logitech Yealink Microsoft Teams Rooms).
- Supervise or mentor junior support staff and provide guidance in technical areas.
- Collaborate with regional and global IT teams to implement cybersecurity protocols endpoint protection and compliance controls.
- Ensure timely and effective delivery of IT projects and support initiatives staying within budget and scope.
- Oversee the asset management lifecycle from procurement to decommissioning maintaining up-to-date records and compliance.
- Develop and maintain support documentation knowledge base articles and user guides.
- Support onboarding and offboarding processes with hardware setup account provisioning and user orientation.
- Monitor ticket queues ensuring SLA adherence and continuous improvement in service delivery.
- Coordinate with vendors for support services contracts and repairs as required.
- Stay current with emerging technologies to proactively enhance IT capabilities and user experience.
Technical Skills & Competencies
- Hands-on experience with:
- Microsoft Intune & Autopilot
- Active Directory Group Policy and Domain Controller administration
- Microsoft Exchange Office 365 Teams SharePoint administration
- ITSM platforms (e.g. ServiceNow Freshservice Freshworks)
- Strong troubleshooting expertise for PCs AV systems network devices and business-critical applications
- Familiarity with escalation matrix frameworks and structured incident management
- Working knowledge of cybersecurity fundamentals endpoint security and patch management
- Exposure to network fundamentals (LAN/Wi-Fi) VPN and DNS troubleshooting
- Solid documentation habits and ability to explain technical concepts to non-technical users
Qualifications :
- 8 years of IT support experience including at least 12 years in a senior or lead role
- Bachelors degree in Information Technology Computer Science or related field
- Certifications preferred: ITIL MCITP Microsoft Certified or Cisco CCNA
- Demonstrated experience managing AV systems and video conferencing platforms (e.g. Teams Rooms Logitech Yealink)
- Experience with cloud environments and remote endpoint management tools
- Excellent communication and interpersonal skills in English
- Strong organizational skills with the ability to manage multiple priorities effectively
- Proficiency in network administration and security practices
- Excellent leadership and team management skills with the ability to motivate and develop staff
- Experience with IT service delivery and support processes in a corporate environment
- Ability to work in a fast-paced environment and manage multiple priorities effectively
- Willingness to work flexible hours as needed to support critical IT operations
Remote Work :
No
Employment Type :
Full-time