IT Support Specialist at SaroAfrica International Limited

Job Summary 

We\'re seeking a seasoned IT Support Specialist to deliver expert technical assistance, manage complex IT environments, and enhance system performance and security for our organization, ensuring uninterrupted business operations and high user productivity. 

Duties / Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex issues with desktops, laptops, mobile devices, software (OS, Application), and network connectivity. 
• System Administration: Manage user accounts (creation/deletion), permissions, group policies, and access controls in systems like Active Directory. 
• Process automation and improvement: Identify and automate repetitive IT tasks through scripting and workflow development. Continuously evaluate and optimize IT processes to increase efficiency, reduce manual workload, and improve service delivery across the organization 
• Hardware & Software Management: Install, configure, maintain, and upgrade hardware (PCs, printers, peripherals) and software (Microsoft 365, ERPs, security tools). 
• Network Support: Troubleshoot LAN/WAN issues, VPN connectivity, and wireless network problems. 
• Security & Compliance: Implement security measures, monitor threats, manage antivirus, and ensure adherence to IT policies. 
• User Training & Documentation: Train staff, create technical documentation, FAQs, and knowledge base articles. 
• Project Participation: Assist with IT projects, system rollouts, and migrations. 
• Vendor Liaison: Coordinate with third-party vendors for support and procurement.

Competencies and Skills Required 

• Strong knowledge of Windows, Microsoft 365, Active Directory, networking fundamentals. 
• Experience with ticketing systems (ServiceNow, Jira) and remote support tools. 
• Strong working knowledge of Windows 10/11, basic familiarity with macOS and mobile platforms (iOS/Android) 
• Hands-on experience with Active Directory user management, group policies, and permissions 
• Functional knowledge of Exchange Online, Teams, OneDrive, and basic administration tasks 
• Comfortable deploying, troubleshooting, and maintaining desktop/laptop computers, printers, and peripherals 
• Excellent problem-solving, communication, and customer service skills. 
• Ability to manage multiple priorities and work independently 

Qualifications/ Experience 

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience). 
• Relevant certifications like CompTIA A+ or Microsoft 365 Certified are desired. 
• ITIL Foundation 
• Minimum 5 years of progressive IT support experience 
• Experience supporting business users in a corporate environment with 100+ users 
• Demonstrated ability to handle escalated technical issues independently