Lead IT Support Specialist

Key Responsibilities :

Incident & SLA Management :

- Take the lead on Major Incident Management, driving resolution and ensuring adherence to Service Level Agreements (SLAs) to minimize business impact.

Office 365 & Azure Support :

- Provide expert support and administration for Exchange Online (mailbox, distribution lists, public folders).

- Manage Office 365 & Email Security, including anti-phishing and anti-malware solutions.

- Offer comprehensive support for Microsoft 365 applications, Outlook, and Teams.

- Basic administration of Active Directory and Group Policy.

Infrastructure & Device Support :

- Provide technical assistance for VPN connectivity, Desktop, Printer, and Mobile Devices.

- Perform Patch Management & Emergency Fixes across systems.

- Troubleshoot Windows OS / macOS issues.

- Assist with ISP and Hardware support issues.

- Diagnose and resolve LAN/WAN troubleshooting issues, leveraging knowledge of Networking fundamentals (IP, DNS, DHCP).

Documentation & Optimization :

- Develop and maintain comprehensive Knowledge Base articles & Escalation Documentation.

- Drive Service Desk Workflow Optimization & Automation initiatives to enhance efficiency.

- Ensure compliance with Password Policies & Data Privacy regulations.

Qualifications :

- Proven experience in a lead or senior IT support role, with a strong focus on service operations and

O365/Azure environments.

- In-depth knowledge and hands-on experience with Microsoft 365 services (Exchange Online, Teams,

SharePoint Online).

- Solid understanding of IT service management (ITSM) best practices and incident management.

- Proficiency in troubleshooting Windows and macOS operating systems, networking issues, and common hardware/software problems.

- Familiarity with Active Directory, Group Policy, and basic network protocols.

- Experience with security aspects of Office 365, including email security.

- Excellent problem-solving, analytical, and communication skills.

- Ability to work independently and manage priorities effectively in a remote environment.