IT Systems & Support Specialist

The IT Systems and Support Specialist ensures the secure, reliable, and efficient operation of the organisation’s day-to-day technology environment. Reporting to the IT Manager, the role combines end-user support with administration of cloud productivity platforms, networks, servers, security controls, backups, business applications, and IT assets.

Key Accountabilities & Responsibilities of the role:

User support and service delivery

• Provide first- and second-line support for hardware, software, operating systems, email, connectivity, remote access, and approved business applications.
• Install, configure, maintain, and troubleshoot computers, mobile devices, printers, meeting-room equipment, and other IT-supported technology.
• Record, prioritise, resolve, and elevate incidents and service requests in line with agreed service levels.

Cloud, identity, and collaboration platforms

• Administer Microsoft 365 and Google Workspace, including user accounts, licences, mailboxes, groups, shared drives, collaboration tools, and access permissions.
• Complete approved onboarding, transfer, and offboarding requests, and support identity controls including single sign-on and multi-factor authentication.
• Troubleshoot email, calendar, file-sharing, authentication, and collaboration issues.

Infrastructure, security, and continuity

• Support networks, Windows servers, storage, cloud services, virtual machines, firewalls, VPNs, DNS, DHCP, and Wi-Fi.
• Monitor system health, capacity, availability, logs, endpoint protection, patching, and security alerts.
• Monitor scheduled backups, investigate failures, support authorised restoration, and assist with disaster recovery testing.
• Report suspected cybersecurity incidents, unauthorised access, and potential data breaches immediately.

Assets, applications, suppliers, and documentation

• Maintain accurate records of IT assets, licences, warranties, subscriptions, access permissions, system configurations, and support activity.
• Support enterprise applications, including ERP, CRM, HRMS, accounting, attendance, and collaboration systems.
• Coordinate repairs, renewals, incidents, and technical work with vendors, telecom operators, hosting providers, and other service partners.
• Maintain network, system, backup, change, incident, and compliance documentation, and support IT audits and reviews.

Key Skills, Knowledge and Experience required:

• Bachelor’s degree or diploma in Information Technology, Computer Science, Network Engineering, or a related discipline.
• 2–4 years of experience in IT administration, technical support, infrastructure support, or a similar role.
• Practical experience administering Microsoft 365 and/or Google Workspace and supporting Windows devices and end users.
• Working knowledge of networking, servers, cloud services, cybersecurity, backups, business applications, and IT asset management.
• Relevant Microsoft, Google, CompTIA, Cisco, Fortinet, or ITIL certification is advantageous.
• Strong technical troubleshooting and structured problem-solving.
• Clear, professional communication and a customer-focused approach.
• Sound organisation, prioritisation, attention to detail, and recordkeeping.
• Ability to work independently, collaborate with colleagues and suppliers, and manage urgent issues appropriately.
• High standards of confidentiality, integrity, security awareness, and continuous learning.

Any additional relevant information:

This role will be office based Monday to Thursday with the option to work from home on a Friday. Support may be required across other locations with occasional travel involved. Occasional work outside of normal hours may be required for urgent incidents, subject to business needs and company arrangements.

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