It Support Team Lead

Roles and Responsibilities:

• Oversee and manage the organizations IT infrastructure, ensuring optimal performance and reliability.
• Administer and maintain Windows servers- AD , File Server , Backup Server etc ensuring their stability, integrity, and efficient operation.
• Manage end-user devices, providing support and ensuring all hardware and software are up-to-date and functioning properly.
• Configure and maintain firewalls to protect the network from external threats.
• Handle the installation, configuration, and troubleshooting of networking devices.
• Oversee the maintenance and management of CCTV and Biometric systems, ensuring their operational readiness.
• Manage Active Directory services, including user account management, group policy administration, and directory services.
• Remote Support for end users laptops / desktops / printers and installed software’s
• Handle workplace related incidents escalated from service desk
• Perform remote break fix of devices (Windows 10, 11). Incase it needs local hands and feet support, work with onsite desktop support engineer to resolve the issues.
• Participate in Major incident management call when workplace services are impacted
• Provide support for user onboarding or offboarding activities
• Perform software distribution, patching of end user clients (laptops & desktops only)
• Support office printers, phones and vide conference rooms.
• Create Windows OS Images and build laptops / desktops remotely
• Configure and manage central mobile device management platform -Intune, troubleshoot mobile device issues with registration, certificate issuance, etc.
• Coordinate technical activities with key internal and client stakeholders
• Liaise with vendors and service providers to execute technical change
• Follow up with clients to ensure their systems are functional. Report customer feedback and potential requests
• Help create technical documentation and manuals regularly. Responding to client support requests
• Contacting end users to find out the nature of the problem. Troubleshooting hardware and software issues

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3-6 years of proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar role, with Customer-oriented attitude
• Certifications in Microsoft , Networking, or security are a plus.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Exhibit excellent communication skills, with the ability to articulate technical information to non-technical stakeholders.
• Display flexibility in work hours and tasks, adapting to the changing needs of the business.
• Experience with ISO 27001 implementations is highly desirable, as it will contribute to our commitment to information security management.
• Windows 10 and Windows 11 OS troubleshooting and support experience
• Strong skills in deploying Windows 10 / 11 images, applications and updates to desktops using Intune End point manager
• Strong Windows server and Print Management experience
• Experience in Microsoft Intune and Teams (Voice support), Sharepoint would be an added advantage.
• Understanding of Microsoft Azure, Azure Active Directory, Auto pilot
• Working knowledge on O365, End User & Security tools, switches, routers, MS Teams, video conferencing solutions
• Intermediate PowerShell scripting
• Experience in automating tasks handled by L1 support team
• Ability to learn new product updates and technologies
• Ability to communicate appropriately with client technical and executive staff
• Requirements & Behavioural Attributes
• Ability to solve complex hardware and software issues on desktops
• ITIL Foundation certificate (V3 or Edition 4) preferred
• Excellent interpersonal skills. Good written and verbal (English) communication skills