Minimum Qualifications

• Education: Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or a related field from a recognized university.
  
• Technical Certifications’ or related technologies, CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Security, Compliance, and Identity Fundamentals (SC-900) and ITIL v4 Foundation (advantageous)
  

Experience and Skills

• Technical Experience: 3 to 5 years in Level 2 technical support or a similar hands-on IT role.
  
• Systems Administration: Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune and Group Policy management
  
• Networking: Solid understanding of IP addressing, DNS, DHCP, VLANs, Wi-Fi troubleshooting and basic firewall concepts
  
• Enterprise Systems: Familiarity with ERP platforms, IT ticketing systems (e.g., NetSuite, ServiceNow, or similar) and Microsoft 365 administration
  
• Documentation: Ability to produce clear, accurate technical documentation, SOPs and user guides.
  
• AI and Emerging Technology Awareness: Basic understanding of AI-driven productivity tools (e.g., Microsoft Copilot, AI-assisted automation) and willingness to adopt emerging technologies
  

• User Support and Training: Provide Level 1/2 IT helpdesk support. Deliver user training on hardware (laptops, peripherals, telephony) and enterprise systems (Microsoft 365, ERP, collaboration tools)
  
• Incident and Problem Management: Troubleshoot and resolve technical issues within SLA. Escalate to Level 3 support where necessary, ensuring full ticket documentation from logging through to resolution
  
• Systems Administration: Administer user accounts, permissions and group policies across Active Directory/Microsoft Entra ID. Support endpoint management via Microsoft Intune
  
• Network Support: Assist with LAN/WAN troubleshooting, Wi-Fi management, DNS/DHCP configuration and basic firewall/switch administration
  
• Cybersecurity and Compliance: Monitor and maintain endpoint protection, email security and data loss prevention controls. Support user access reviews and enforce compliance with WIOCC security policies and frameworks (ISO 27001, NIST)
  
• Business Continuity and Backup: Ensure regular system and user data backups are completed, tested and documented in line with the business continuity plan
  
• Documentation and Knowledge Management: Create and maintain IT documentation, SOPs, runbooks, knowledge base articles and report/document templates
  
• Business Process Automation: Identify automation opportunities across IT and business workflows. Assist in implementing solutions using tools such as Power Automate or similar platforms
  
• Project Participation: Support IT projects assigned by the IT Manager, contributing to planning, execution and post-implementation review. Maintain project logs and status reports