Job Description

Roles and Responsibilities
Manage all aspects of the company's office technical infrastructure including: Microsoft 365 (E5) management, including Azure AD, Intune, Bitlocker, Thread Management, Email, OneDrive, Teams, SharePoint, Yammer, Excel, Word and other.
Atlassian Jira and Confluence administration
Network switching, Internet connections, firewalls, and Wi-Fi devices
Mobile device support
Provide face to face and remote technical support for all employees worldwide
Client device support for Microsoft Windows (predominantly), Mac OS X, Android and iOS devices.
Recommend, test & implement new software / hardware products & solutions.
Work with vendors to acquire hardware, software, services, support contracts, licenses, etc., as required.
Lead a team of 4-5 IT engineers providing global IT helpdesk support
Coach the team members
Out of hour work will be required for monthly patching and emergency items as needed.
Ensuring all software purchased licensing is recorded and maintained
Setting up new users and disabling expired accounts in accordance with HR requirements
Re-Imaging and configuring new laptops and desktops
Install authorized software to laptops and desktops
Troubleshoot system related problem reported by users
Ensure all logs for equipment and users are maintained
Creating purchase requisition for IT Hardware/Software
Perform periodic reporting

Desired Candidate Profile
Candidate should have at least 8+ years of experience in desktop support, systems administration, and networking.
Experience managing people
Strong experience supporting IT operations for globally distributed teams
Candidate should have completed Bachelor or Master degree in computer or IT specialization with good track-record from affiliated university
Excellent verbal and written communication skills in English.
Experience resolving incidents using remote support tools
Candidate must be familiar with windows and Mac platforms.
Experience administrating Microsoft 365.
Having Knowledge on troubleshooting Virtualization tools, Citrix, VMWare, Hyper-V.
Certification on ITIL or Knowledge about ITIL best practices and ISO standards.
Prior work experience on any ITSM ticketing tools.

Skills Required