_{05th May, 2025}

Primary Tasks

• Provide Level 2 IT support to internal users (hardware, software, network issues)
• Deliver remote support and perform system upgrades/migrations
• Manage spam/quarantine review on a regular basis
• Administer and monitor Security Awareness Training compliance
• Perform bookkeeping tasks including invoice entry, reconciliation, expense tracking
• General office administration duties (filing, document management, correspondence)
• Create and maintain administrative manuals, IT user guides, and process documentation
• Identify and recommend improvements to IT workflows

• Assist in process improvement initiatives related to Microsoft 365 support.
• Share best practices and technical guidance with peers via virtual collaboration tools.
• Basic bookkeeping including account reconciliation
• Experience with Xero or similar accounting systems

• Minimum 2 years’ experience in IT Helpdesk / Service Desk (Level 2 support)
• Office 365 Administration (user setup, mailbox management, licensing, Teams, SharePoint basics)
• Remote support experience using TeamViewer (or equivalent)
• Migration of computers from Windows 10 to Windows 11 (experience expected)
• Spam filter and quarantined email management (MailGuard and Microsoft Defender)
• Administration of Security Awareness Training platforms (prior experience required)
• Strong written and spoken English skills (professional communication)
• Familiarity with helpdesk/ticketing systems (e.g., Freshdesk, Zendesk, ServiceNow)
• Exposure to cloud SaaS platforms beyond Office 365
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Awareness of cybersecurity best practices

• Self-motivated and able to work independently
• Strong attention to detail and accuracy
• Reliable and trustworthy, especially with sensitive information
• Proactive approach to problem-solving and task management
• Willingness to learn and adapt to evolving systems and processes

• Timely resolution of support tickets.
• High client satisfaction through effective communication.
• Consistent documentation and adherence to support procedures.
• Continuous improvement of technical skills and Microsoft 365 knowledge.

• Microsoft 365 Admin Center
• Exchange Online, SharePoint Online, Teams, OneDrive, Microsoft 365 Apps
• Azure Active Directory
• Microsoft Intune (preferred)
• Ticketing systems (e.g., Zendesk, Freshdesk, or similar)
• Remote support tools (e.g., TeamViewer, AnyDesk, etc.)
• PowerShell (preferred)
• Microsoft 365 security and compliance tools (preferred)