Job Summary
The IT Support Specialist is a generalist role, at Level 1 or 2, responsible for day-to-day user support, hardware setup/maintenance, software deployment (Microsoft 365, PWAs), and Microsoft Cloud System (Microsoft 365, Entra, Exchange, Teams, SharePoint, OneDrive, Entra, Intune, Defender, Purview) administration.The role ensures IT optimal performance, reliability, security, and user experience.
Key Responsibilities
1. Microsoft Cloud System Administration
- Manage and support Microsoft Cloud System including user account administration, security configurations, and licensing.
- Configure and maintain Microsoft Entra, including SSO integrations and Conditional Access policies.
- Monitor system performance, implement updates, and ensure service availability.
2. Support for Progressive Web Applications (PWAs)
- Provide technical support and troubleshooting for Progressive Web Applications and browser-based business tools.
- Assist with PWA deployment, caching issues, and browser compatibility (Edge, Chrome, Firefox, Safari).
- Collaborate with developers to resolve API or service integration issues.
- Guide end-users on installation and offline use of PWAs.
3. User Support & Incident Management
- Deliver advanced helpdesk and remote support for cloud-based services and applications.
- Respond to tickets, ensuring timely and effective resolution.
- Support device and application onboarding for new users (Windows and Android).
4. Security & Compliance
- Enforce Microsoft Defender policies and endpoint protection.
- Manage multi-factor authentication (MFA) and data loss prevention (DLP) configurations.
- Maintain compliance with corporate data protection and IT governance policies.
6. Collaboration & Training
- Train employees on software features to increase adoption and productivity.
- Serve as an internal subject matter expert (SME) for cloud technologies and web app performance.
Qualifications
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 3–5 years of experience in IT support with a focus on cloud systems and web applications.
Technical Skills
- Strong hands-on experience with:
- Microsoft Cloud System administration
- Windows, Android device administration
- PWA troubleshooting
- Networking fundamentals (DNS, VPN, firewalls)
Soft Skills
- Excellent analytical and problem-solving skills.
- Strong communication and customer service orientation.
- Ability to handle multiple priorities and complex tasks independently.
- Keen attention to detail and continuous improvement mindset.
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