Lead IT Systems Specialist

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