Technical Support Executive at ManageIT

The purpose of this role is to monitor and maintain the computer systems, networks, IT security infrastructure and Cloud deployments of customers of the organization. This includes install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person. The role also entails pre-sales activity such as IT products / Solutions / Services demos to prospective clients of the organization.

ROLES AND RESPONSIBILITIES

• Participate as part of a team responsible for the end-to-end delivery of infrastructure solutions to meet customers’ business needs, focused on end-users and end-user computing devices
• Assist the sales team in planning various IT solutions (not limited to security or cloud) and accompany them for technical discussions or demonstrations with the prospective customers of the organization.
• Collaborate routinely with customer-nominated representatives to accomplish assigned tasks
• Deploy, support, and repair end-user computing and cloud computing including M365 Modern Workplace and Microsoft Azure-based solutions for our clients and end-users
• Implement, support, maintain and administrate the IT security solutions including application, database, network and infrastructure security controls for various security platforms such as Sophos and Bitdefender.
• Work with customers ranging from small to enterprise-level environments
• Stay up to date regarding changes in technology
• Ready to get acquainted with other security platforms and technologies.
• Ensure that all the IT application systems, IT equipment and hardware, and IT network security are regularly upgraded for the customers of the organization.
• Provide periodic IT Security status reports (daily, weekly, monthly etc.) to the management of the organization and to the customers of the organization.
• Investigate and report on any IT security breaches and put in place the relevant actions.
• Act as a central point of contact for any IT support or security related issues for customers of the organization.
• Participate in developing, updating, communicating and publishing the Information Security Policy, other operational security policies and/or IT policies for the customers of the organization.
• Ensure that the Confidentiality, Integrity, and Availability of services are maintained at the levels agreed in the Service Level Agreements (SLAs)

Desired Skills:

• Bachelor’s Degree in Information Technology or extensive related field experience.
• 2-4 years of hands-on PC hardware, software, and cloud infrastructure (MS Azure) experience.
• Any Microsoft Infrastructure certifications will be an added advantage.
• Relevant experience on Sophos and Bitdefender platforms in terms of planning, deployment, and post-implementation support. Technical certifications for both vendor technologies will be an added advantage.
• Ability to diagnose and resolve technical problems, both hardware and software.
• Well organized and works collaboratively with attention to detail and documentation.
• Thrive in a fast-paced, multi-faceted environment requiring multi-tasking and time management.
• Confident, yet willing to seek advice from teammates or vendor partners.
• Develop and maintain a high level of competency with supported technologies.