IT Support

You will supervise IT support operations, maintain computers and network infrastructure, manage tickets and service levels, administer user accounts, install and configure IT equipment, provide Tier 1 and Tier 2 support, troubleshoot technical issues, document service standards, and guide and evaluate team members.

Responsibilities

• Supervise day-to-day IT Tech Support operations
• Ensure IT support operations across group locations
• Maintain computers, network infrastructure, and IT equipment
• Monitor the ticketing system and prioritize support requests according to severity and SLA
• Manage user accounts, access rights, and system subscriptions
• Install and configure hardware, software, printers, IP cameras, Wi-Fi access points, and IT peripherals
• Provide Tier 1 and Tier 2 technical support
• Perform on-site and remote troubleshooting
• Identify recurring technical issues and suggest solutions or automation
• Define and refine IT service standards and documentation
• Provide technical guidance and act as an escalation point
• Oversee team member performance, set goals, conduct evaluations, and provide feedback
• Prepare reports on ticket trends, team performance, and SLA compliance
• Recruit, train, and mentor new team members when applicable
• Collaborate with external partners and internal teams

Requirements

• 3+ years in IT technical support, including 1–2 years leading or supervising a team
• Strong knowledge of hardware, LAN/WAN networking, Wi-Fi, and IT peripherals
• Hands-on Tier 1 and Tier 2 support experience in a live production environment
• Experience with ticketing systems and SLA management
• Experience with user account provisioning and onboarding and offboarding
• Ability to lead, mentor, and evaluate team members
• Strong remote and on-site troubleshooting skills
• Excellent communication skills
• Ability to work across multiple office locations
• Fluent English

Benefits

• Performance bonuses
• Team activities and shared experiences